Green In & Apathetic Out: Taking Action on Agent Attrition

Agent attrition is both frustrating to management and a drain on operating expenses. But the biggest price to pay is in poor customer experience, either because agents are green — or apathetic and ready to walk out the door. Customer Experience and Coaching Consultant Melissa Kovacevic explains how to spot — and overcome — the four leading causes of attrition.

January 22, 2015

Let’s face it: the customer service agent’s role isn't easy. Frustrations mount from repetitive work, feeling disengaged, and little chance of promotion. The cost of replacing an agent due to attrition can be more than 1.5 times their salary, which frustrates management and creates a drain on operating expenses. But the biggest price to pay is in poor customer experience, either because agents are green — or apathetic and ready to walk out the door.

With studies showing that more than 1 in 8 contact centers report attrition rates greater than 50 percent, what can customer service leaders do to build more bullet-proof teams, ready and willing to stay on-board and continually deliver best-in-class service?

Melissa Kovacevic, a 30+ year veteran Customer Experience and Coaching Consultant, will debunk the myths many contact centers have around high turnover and explain how to spot — and overcome — the four leading causes of attrition.

In this interactive webinar you will learn about:

  • Reinventing new hire training to reduce chances of absentee agents
  • Adding variety to engage agents without impacting productivity
  • What’s preventing supervisors from more effective agent coaching
  • Four easy-to-implement attrition busters (at next to no cost)
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