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Top 3 Reasons Why Call Centre Workers Have One of the Highest Turnover Rates

CSM Magazine

SEPTEMBER 10, 2021

Training, coaching, legacy technology, and lack of career opportunities top the list of issues for agents along with handling irate customers. Training/Coaching. A recurrent response by agents is that they want to be empowered to help customers. It’s a mentally challenging job being on the front line of helping people.

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Agent burnout Coaching Metrics Entertainment 52
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Is the Contact Center a Good Career? Tenured Agents Say Yes

Balto

FEBRUARY 6, 2023

Figure 12: Satisfaction Metrics by Mentor Another facet of mentorship that we looked at was coaching type and frequency. The takeaway here is that agents appreciate coaching, training, and feedback — and for the most part, more is better. Involve them in your processes and thinking to increase their overall buy-in.

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Contact Center Coaching Surveys Scripts 52
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