Call Center Attrition: It Doesn’t Have to Be a Revolving Door of Agents
Posted by Jennifer Bach
For many young people working in today’s call centers, the grass can seem like it’s always greener working somewhere else.
So how do you stop (or at least slow down) the revolving door of agents moving from center to center?
At Call Center Week in Las Vegas, TELUS International President Jeffrey Puritt shared a few insights for keeping your valued team members employed and engaged. He said the key is that “you have to make agents feel as if the workplace was designed for them.”
Here’s the rest of what he had to say:
As a contact center outsourcer with almost 16,000 team members across the globe, TELUS International manages the customer care operations of some of the world’s top brands. Creating a people-focused corporate culture has helped us achieve an attrition rate nearly 50% lower than our competition.
Generation Y world population (ages 14-34) is just over 2.4 billion people. By 2017, Generation Y will have more spending power than any other generation. So how do you attract Generation Y to come work for you? And, once they are employed, how do you get them to stay working with you for the long haul.