Customer Service Manager - forum

Pivotal CRM

Facts & Figures

In The Spotlight

Resource Directory

Forums Sign Up Reply Search Statistics F.A.Q.

CSM Community / Customer Service Forum / Agent attrition

Author	Message
andyking Member	# Posted: 16 Feb 2010 03:50 Reply I am currently suffering very high agent attrition as a CSM with 300FTE. This is a particular problem with my telebooking teams where a dialler system is in operation. I've tried to get to the bottom of it and it just seems to be low motivation, bordom with the somewhat tedious work and shift patterns. I'm currently under pressure to cut support costs and so the constant turnover of staff is eating into my budget. I've tried accommodating shift requirements where possible but can't always do that. Any low cost ideas on how I can reverse the trend and motivate the teams? Many thanks
richardnugent Member	# Posted: 14 Apr 2010 03:24 Reply Hi Andy, I know these aren't necessarily specifics but if you look at most research on people engagement, they are likely to make a big difference! Can you give the front line people more of a sense of the difference they make by doing a good job? What is the 'state' of the TLs/management team. The biggest single impactor on the state of your people is the state of their managers. Does how you measure your people help them to know when they are doing a great job? Many agents have measures that mean they know when they are doing 'ok' and when they are doing badly, and never when they've done great. Hope this gives a little food for thought. Richard
johnny458 Member	# Posted: 20 Apr 2010 18:29 Reply Hi Andy, One of the things we keep hearing over and over again in this industry is this - "People join companies, and leave their managers" ! The people who directly manage your FTEs play a great role in their attrition. They not only need to be properly trained - they should have a professional and humane approach too. Cheers! Johnny

Copyright Customer Service Manager (CSM) 2005-2009.