Employee Attrition

Employee Attrition

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Employee Attrition

High employee attrition is unfortunately part of the call center industry.  Yet, understanding what is driving it can mitigate with the amount of turn over that is experienced by an organization.

There are two types of reasons for agents to seek other employment, controllable and non-controllable reasons:

Reasons within the control of the company are work stress, insufficient pay, lack of advancement possibilities, and lack of support or reward on the job.  These are all issues than can be and should be addressed.  Otherwise, the organization must be prepared to pay a high price for neglecting to correct the situation.  Hiring costs alone make the correction effort a worthy endeavor.

Reasons outside the control of the company include employee retirement, advancement to other parts of the organizations, promotions within the same group, illness, and changes in the employee’s personal circumstances.  While it is not possible to control all the reasons why reps may leave the call center, knowing the incidence of various issues can help in planning a sustainable and cost effective workforce.

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REFERENCE: CARTOON # 91