After 5.6% growth in Agent headcount for 2010 - and with growth again projected in Agent headcount for 2011 - the economic recovery is beginning to be felt in the Call Center Industry. While turnover rates are still at all-time lows - employers shouldn't be fooled into thinking this represents how their Agents feel about their Contact Center as a desirable place to work. Employees tend to hunker down during economic downturns - and just hold on to their jobs - even if they are unhappy or a poor job fit. And don't kid yourself - many of them are. After freezes, reductions, cutbacks and the like - job satisfaction in many Call Centers is nothing to brag about.
This recession has forced many frustrated, disappointed and unmotivated Call Center Agents to stay put. This trend in Call Center Turnover is not a new one and is consistent with past recessions. Just as in past recessions - when job opportunities become more prevalent - employees will go running for greener pastures - and employers could be left with a lot of empty workstations. It also tends to be the top performing Agents that jump ship first - leaving you with the "loyal" workers - who tend to be your average or below-average performers.
The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more
Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more
We’ve put together a comparison guide that covers over 40 of the top call center software options, providing details on pricing, features, support, and integrations. If you want to save time and still make a great investment, this guide is a must read. more