Monet Software
NOVEMBER 11, 2020
That sense of ennui, stagnation or general “blah” that creeps up on agents and saps their energy and enthusiasm? That’s burnout —and it’s a call center morale killer that usually strikes long-tenured employees but can quickly drag down motivation among almost anyone they come in contact with. . Prevention is the Best Medicine.
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 change in focus led clients to make decisions increasingly based on agent satisfaction levels.
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Playvox
APRIL 4, 2023
Replacing agents lost to attrition is costly — averaging more than $14,000 per agent. To keep turnover under control, you have to make sure your managers are trained to keep engagement up and morale high. Agents need to hear when their performance could use some help.
Playvox
OCTOBER 19, 2021
Solutions include reducing agent-assisted volume, maximizing the capacity you already have, and automating processes in order to relieve agent burdens. What happens when you don’t have enough contact center agents? When you have an agent shortage, it causes significant CX, operational, morale, and cost issues.
JustCall
MARCH 6, 2023
Call abandonment rate, which shows how many customers hang up before speaking with an agent. Average handling time, to indicate how long an agent takes to complete a customer call. Customer satisfaction score, to measure how satisfied customers are with the way their calls have been handled.
Playvox
JANUARY 11, 2024
These include staffing levels, employee experience, customer experience, agent workloads, team productivity, team morale, and the cost of labor. Effective scheduling not only ensures adequate coverage, but leverages agents’ skills and experience to maximize customer satisfaction and helps to avoid agent burnout.
Fonolo
SEPTEMBER 28, 2021
They motivate employees through goal setting, help resolve conflicts, and play a large role in improving employee morale. Average abandonment rate – the percentage of customers who hang up before interacting with an agent. Note which times on which days are busiest and be sure to schedule your agents accordingly.
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