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Performance Management

Best Practices on using contact center metrics, reports, dashboard and key performance metrics (KPI) to optimize customer service

Important call center metrics: Agent turnover

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Working in a call center is demanding due to the nature of fluctuating call volumes, emotions calls, and time pressure. As a result, many call centers experience a high turn-over. It's not uncommon that some centers experience 30% or more - meaning that 3 out of 10 people leave and need to get replaced and trained. A high turnover has a negative impact on costs, productivity and service quality of the center.


How can you reduce turnover in a call center? First, you need to measure your turnover, and try to identify and track the reasons for the turnover. Second, you need to find ways to improve working conditions - here is a list of tips and ideas where to start :


Hire the "right" people - make sure you understand the challenges of your customer service or call center work and select people that can best deal with it

Engage - make agents part of the team by listening, encouraging them to make improvements, etc.

Flexibility - Providing more flexibility in their work schedule is a great way to motivate your team

Schedule - Use good WFM tools to create an accurate forecast and optimal schedule resulting in less overworked (and happier) agents

Adherence - Monitor and track schedule adherence to make sure that the call load is spread "fairly". A few agents that are not in their seats, will cause a lot of "pain" to the rest of the team.

Create a positive work environment - culture, office space, equipment, etc.

For more ideas and tips on call center agent motivation, please read our previous blog post.

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