How to Add Call Center Performance Management to Your Agent Retention Strategy

Without performance management, a call center may experience high agent churn rates and training costs, or low productivity and engagement rates.

Contact centers can play an important role in improving the customer experience, as well as increasing brand loyalty and revenue. And agents can bring valuable information to other areas of the company. However, call centers can incur an extra cost if the causes of agent turnover are not understood and the necessary investment is not made.

What Are the Consequences of High Burnout?

1) High Prices

According to McKinsey & Company 2020 research, churn costs organizations between $ 10,000 and $ 20,000 per call center agent, depending on the geography of the organization, tenure of employees, and the level of training required for the position. In this regard, the associated costs are recruitment, hiring, training time and materials, and supervisor costs, among others.

2) Lack of Experience and Knowledge of the Agents

High churn means less skilled employees, which can be problematic considering that users view lack of agent knowledge as one of the top frustrations when it comes to call centers. Therefore, it is most efficient to reduce employee turnover to ensure that you have more trained agents available to customers. But how to do it? Improving agent satisfaction. According to ICMI, having happier and older agents reduces churn, improves the Net Promoted Score (a system and indicator to measure customer loyalty and satisfaction), strengthens the company’s brand and helps its growth.

3) Dissatisfied Customers

If the call center claims to be “customer-centric,” it must first ensure that it is “employee-centric.” Organizations that keep service agents on the job longer not only lower operating costs, but also improve customer satisfaction (McKinsey & Company 2020). It is necessary to offer agents training, recognition and access to the appropriate performance data. Otherwise, it will be nearly impossible to retain agents and give customers the high-quality interactions they expect.

4) Poor Business Culture

Agent turnover has a domino effect. When employees are constantly coming and going, it is detrimental to corporate culture, leading to low rates of productivity and engagement, and ultimately contributing to higher turnover. A positive company culture is linked to better employee engagement, higher productivity, and higher profit margins (Built In, 2019).

What Retention Strategies Should Be Considered?

1) Invest in performance management software

Performance management software keeps agents engaged, competent, and performing high on their tasks. masvoz offers agents all the facilities so that their work focuses on customer satisfaction. Through the agent module, operators connect to the system from any device with an Internet connection and have a multitude of call management options. 

Moreover, masvoz allows supervisors to be in direct contact with calls and agents at all times. From active listening and immediate actions on the call to direct conversation with an agent on the phone (whispering) and control of queues, thanks to a powerful module for supervisors.

2) Offer Flexible or Remote Work Options

Benefits like remote work can lead to higher retention rates. A 2019 Stanford University study of 500 people working from home and in a conventional workplace found there was a 50% decrease in churn compared to employees who worked remotely. Remote agents must have the tools and technology to communicate with leaders and coworkers, monitor performance in real time, and be recognized and rewarded.

3) Implement a Rewards and Recognition Program with Automated Gamification

According to a 2019 ICMI study, the number one factor that contributes to agent satisfaction is a rewards and recognition program. Recognition can come in the form of an extra break, a social media greeting, a thank you note, or a name on a board. Keep in mind that it is important to have a clearly defined recognition program so that agents can know what to expect and motivate themselves.

4) Establish a Coaching / Mentoring Strategy

Employees need to feel that someone cares about their success and growth. Providing them with a mentor is essential to building lasting employees. Thus, according to a report by McKinsey & Company, the real impact comes from supervisors, who take the time to offer meaningful training, provide recognition, and consistently act as a role model.