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.
Your contact center and call center represent your business. With the right software, you can make a positive impact on your customers and clients. Are your customer service teams and sales teams setup for success with the latest tools? Find out with our guide. more
Although contact centers used to be synonymous with call centers, those days are now behind us. More and more companies are now providing customers with the option to contact customer service representatives through web chat. This is a win-win. Customers receive service that better meets their needs, and companies reap the benefits of satisfied customers. more