The 2022 contact center pain triptych: increased attrition rates

The 2022 Pain Contact Center Trifecta: Increasing Attrition Rates (Part 2 – See Part 1)

Rachel Lane, Head of Contact Center Solutions, Medals

Here’s what contributes to higher turnover rates in contact centers and what employers can do about attrition.

Over the past 12 months, a clear trend has emerged. First, job site Indeed has included several types of contact center roles in its list of 12 high turnover jobs in 2021. Then, front-line contact center attrition rates began to increase at an astonishing rate, from one base average 30-45% to a new high of up to 65% Where even 80% on some verticals.

These higher contact center turnover rate come at a high price for many types of employers.

In response to rising contact center attrition rates, business leaders are focusing on get better at hiring talentwhile searching ways to improve contact center retention.

What drives contact center turnover rates?

Here are some key factors at play and what employers can do to address them.

#1: Agents are leaving due to a lack of flexible work hours

There is a strong correlation between contact center attrition and inflexible work arrangements. Employers wishing to retain their best employees should be aware that more than 50% of agents prefer remote/hybrid work options. In large contact centers, we find that over 60% of agents prefer remote/hybrid arrangements.

Having a nice hybrid policy that delivers performance and the flexibility to be equally productive working from anywhere is the business of many, but it’s also important for organizations to recognize contact center agents wherever they work and create work environments that inspire and bring teams together to collaborate .

#2: Companies don’t provide training, motivation and long-term support

The typical agent often skims over onboarding and ramping up skills, but after eight months we often see a plateau in performance, and that’s where the seeds of attrition can start. The front-line agent role that must be constantly fulfilled barely allows contact centers to become consistent with service, let alone grow.

Some of the best ways to improve the performance of contact center agents to understand:

» Gather feedback from contact center agents to better understand how you can better support your employees

» Demonstrate trust in your team

» Recognize and reward contact center agents

#3: Agents have more work than ever on their plates

Since the start of the pandemic, we’ve been hearing that live voice interactions with customers within the contact center have increased. They represented 40% of interactions and now represent 60% of interactions. Although many are returning to normal pre-pandemic operations, contact centers are seeing an overall increase in live voice interactions with customers of up to 20% over pre-pandemic levels in certain verticals, such as telecommunications and financial services. We’re also seeing longer call durations, more complex calls, and more vulnerable customers and agents.

Employers can ensure strong contact center performance under pressure collecting customer experience feedback so agents have the information they need to proactively anticipate and resolve customer issues within the contact center. Leaders can also use this feedback to provide near real-time coaching to help agents do their jobs better in the moment.

The tech stack you need to fight contact center churn

Savvy brands rely on a combination of technology solutions to get clear insights into what’s driving churn, including the following popular tools:

» Surveys to gather employee and customer feedback: Traditional customer and employee feedback surveys have been around for years and are still widely used to generate a continuous stream of quality data important to gauge engagement.

» Text analysis: Analyze and derive meaning from various sources, including live chat, social media, and surveys, all from one central location.

» Speech analysis: Learn from the best contact center data and voice interactions between customers and contact center agents.

» Crowdsourcing platforms: Generate employee ideas on how to improve the contact center team experience.

» Quality management tools:Identify opportunities for contact center agent coaching, rewards, and motivation.

» Automation of virtual callbacks: Shift call volumes to the most efficient times, route calls to the most efficient queues, and make those connections without wasting time for customers or agents.

With the right technology stack to support your agentsyou will be alerted to any risky agents and can take proactive steps to improve retention.

Improve contact center agent retention

The costs of contact center agent attrition are high, from those associated with hiring and training new agents to impacts on customer experience and brand reputation. That’s why the fight to retain agents is critical to the success of every contact center. Ultimately, one of the most effective ways to keep your agents interested, engaged, and retained is to grow your technology stack so you can better understand and meet your agents’ needs.

Authors biography

For over a decade, Rachel has worked on large-scale omnichannel CX programs at major banks, telcos, and financial services.

Now specializing in the contact center space, she advises on the best approach to harnessing customer and agent engagement to drive efficiency, maximize sales opportunities, and manage agent development and attrition. with a flexible workforce.

Medallia is the pioneer and market leader in customer, employee, citizen and patient experience. As the #1 enterprise experience platform, Medallia Experience Cloud is the experience record system that makes all other apps aware of customers and employees. The platform captures billions of experience signals across interactions, including all voice, video, digital, IoT, social media, and enterprise messaging tools. Medallia uses proprietary artificial intelligence and machine learning technology to automatically reveal predictive insights that drive powerful business actions and results. Medallia customers reduce churn, turn detractors into promoters and buyers, create in-the-moment cross-sell and up-sell opportunities, and drive revenue-impacting business decisions delivering clear ROIs and powerful.

For more information about Medallia, see their company profile