1. Consider agent priorities:
According to a research, agents who have worked in the contact center for more than six months have these top three priorities namely:
i) salary
ii) progression
iii) nice environment
On the other hand, the top three priorities for those who have been in the role for less than six months are as follows:
i) nice environment
ii) salary
iii) company culture
Therefore, incentive planning needs to be done on the basis of these priorities in order to lower agent attrition levels in customer support centers. This further helps you can gain the most out of the rewards that are offered. Apart from this, customer support managers also need to focus on the salaries of jobs which require similar skills to the agent role. Also, they need to make sure that the rates of pay that you offer are competitive.
2. Consider benchmarking against good agent skills:
The act of benchmarking the skills of new agents against their well-skilled counterparts will help benefit the quality of calls and provide the required guidance. In order to reduce agent attrition, benchmark advisors against their colleagues instead of alongside metric based targets. Further, suggest them what to pick up from them in call quality monitoring sessions.
3. Monitor customer-centric metrics:
As a matter of fact, the most effective call center agents are typically the ones that make a personalized connection with their callers and derive the most satisfaction from their job. Therefore, it is necessary to monitor customer-centric metrics such as contact quality, customer satisfaction, and first contact resolution. Thereafter, measures need to be taken to enhance them. Also, the contact center managers need to ensure that quantitative metrics such as average handle time or calls per hour are not overvalued. This will help increase customer satisfaction and curb agent attrition.
KEYWORDS: live chat,free chat,free chat box,free live chat,chat in website,live chat software,free live chat software,live chat for website,free live chat,website to chat,free website live chat app,live chat support,website with live chat,live chat support on website,chat support for website,live chat software free,live chat software for website free,hired chat agents,hire live chat agent,hire chat support agents,live chat agent,live chat agents,free live chat support,add chat to your website,website for free,website chat plugin,wordpress,ecommerce website chat plugin,embed chat into website,live chat for your website,live chat support website,live chat on your website,website monitoring,live website monitoring,website monitoring tool free
Owner of the Article.
Source: https://www.livechatagent.com/strategies-curb-agent-attrition-5/