Dealing With The High Attrition Rates At Offshore Call Centers

One of the biggest problems faced by offshore call centers is the high attrition rates experienced in this segment

. This industry has the highest attrition rate and has been suffering from it since a long time. Service providers are required to take proper steps and implement effective strategies to reduce this rate. Abruptly leaving agents and staff is not a good sign for an organization. According to a recently published report, more than 24% of expenses in a call center are incurred due to attrition of agents. This cost can be easily saved and used for other productive purposes by implementing proper steps to stop agents from leaving.

Listed below are some of the ways for dealing with high attrition rates.

Hire Right People: The first and foremost thing to take care of is the hiring process. While recruiting agents you should make sure that hired agents have the right skills for the job. Don't hire them based on their skills in some other field. If they have skills that are related to some other trade then it is very much possible that their core interest lies in that field. Such agents are likely to get bored of the job and leave it to pursue a career in their own field of interest.

Convey Expectations And Growth Areas: The job and tasks expected from an agent should be properly told to him during the hiring process. Further, you should have a proper career growth path for each and every position. The career growth opportunities provided by you should also be properly conveyed to them so that they know what they can expect by working for you.

Make It Easy For Them: It has been observed that most of the call centers offering outsourcing services don't have proper CRMs at their delivery centers. This requires agents to use multiple windows for their daily tasks. Use a proper CRM that can display all the relevant information to the agents on a single screen so that they don't have to go back and forth the windows. Make the job as easier and streamlined as you can.

Proper Call Routing: Call routing should be such that an agent should receive calls that require skills that he has. IVR systems could collect information regarding the type of assistance required by the caller and then transfer the call to the most suitable agent. The technology is already available therefore you just need to implement it. This would allow agents to deliver proper solutions to the customers and would make them feel useful. Unless and until they are happy and satisfied with the job, they won't stick around for long.

You should understand that agents are the front runners of your services and keeping them satisfied with their jobs is highly important for delivering proper call center services. Implement the above mentioned strategies and you would definitely see the reduction of attrition rate at your delivery center.

by: Symcox Pat

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