The 7 Factors Behind Call Center Agent Attrition

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  Posted by malanshapiroebcc July 25, 2023 - Filed in Business - #business  #call center  #call centre  #call centers  #HR  #employees  #employee retention  - 309 views
  

  Just like any industry, the call center industry can suffer from high employee turnovers. This is known as call center attrition. 
  
  Call center attrition is defined as the rate at which call center agents resign their posts in the company. If your agency has a high attrition rate, this could mean that your workforce is less stable as a significant number of agents leaving the organization over a specific period. 

  A high attrition rate can be detrimental to a call center or contact agency because:

  • it can lead to service disruptions, 
  • it can cause inconsistency of customer support service, negatively affecting customer experience,
  • it can reduce efficiency as those with institutional knowledge are lost. 

  With a high call center attrition, it takes double the effort, time, resources, and money to recruit and train new agents who can fulfill the role of those who left. Furthermore, high turnover rates can foster a negative work environment, affecting morale and motivation amongst the remaining agents. 

  But what are the possible reasons for call center agents to quit? These agents are susceptible to resignations or burnouts due to the following reasons seen in this infographic below: