Outsource Consultants

JANUARY 3, 2024

Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates. This simplicity can help boost voter participation, particularly among younger demographics.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Playvox

APRIL 4, 2023

While sometimes interaction avoidance truly is an agent trying to get out of work, in many other instances, it’s a way to cope with feeling overwhelmed by customer mistreatment or aggression. It also could be a sign that the agents are overworked. A big contributor to this burnout and the resulting avoidance is customer behavior.

Contact Center 78

Contact Center Agent burnout Morale Coaching 78

Balto

FEBRUARY 6, 2023

But in reality, we found that while many people leave within their first year, a majority of tenured agents spend longer in the contact center than they originally planned — and they’re happy to have done so. In our survey, 46.7% In our survey, we found that 62.96% of tenured agents had a mentor at work.

Contact Center 52

Contact Center Coaching Surveys Scripts 52

SharpenCX

JUNE 3, 2020

feedback, access to analytics, and clear expectations) they need to do outstanding work. Nearly 75% of contact center leaders say a key goal of WFO is to improve the customer experience, while 67% said another key goal is to improve the agent experience. A lack of visibility into goals, metrics, and progress fuels agent burnout.

Customer Experience 84

Customer Experience Agent burnout Contact Center Metrics 84

Babelforce

SEPTEMBER 22, 2023

It contributes to the industry’s notoriously high agent attrition rates, which averaged around 38% in 2022. When questioned, 62% of call center agents identified burnout as one of their top workplace challenges. It’s estimated that the cost of replacing a single agent is anywhere between $5,000 to $7,500.

Agent burnout 52

Agent burnout Contact Center Call Center Surveys 52

Playvox

APRIL 27, 2023

Gather strategic insights to determine preferences, including detailed reports on consumer behavior and data from customer surveys on how they use various channels. Tackle Agent Attrition, Address Burnout With WEM In 2022, the average a gent turnover rate climbed as high as 30% for large customer service organizations.

Contact Center 52

Contact Center Gamification Agent burnout Employee engagement 52