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How to ameliorate Agent Retention Rate like Call Centers in India?

Posted by Rahul Garg
customer-retention

For any company, customers are a fundamental part of the business because you will grow as long as you keep them happy and gratified with your brand. To make sure that customer needs are being catered perfectly, it is instrumental to keep frontline employees contented. You may already be acquainted with this old adage by Vaughn Aust, ‘Happy employees lead to happy customers, which leads to profits.’

By and large, companies running an in-house call center face the hassle of high employee turnover, which as a repercussion, results in dropped CSAT score. With dwindling customer satisfaction, problems related to business growth are just going to amplify. In simple words, both customer satisfaction and agent retention go hand-in-hand.

Here, it gets imperative to know, ‘How do specialized customer care service providers like call center India retain support representatives?’ Well, if you follow the below-given tips, you most probably retain your loyal and diligent call center agents with utmost ease:

1.    Hire in accordance with the job role

The problem of agent attrition is bound to come out when you don’t take the hiring process seriously. Every interviewee has different skills, thus, it’s your responsibility to assess and appoint those candidates who seem the right fit for your company.

During the interview process, you should evaluate job candidates’ skillset, personality, temperament, and most importantly experience because handling frustrated customers day in and day out takes a heavy toll on agents’ peace of mind. The best move to get the right candidates on board is to conduct role-playing activities during the hiring process. This won’t only keep the hassle of employee churn at bay but also save you all the money that could be wasted in hiring continuously.

So, if you come across a job candidate possessing good interpersonal skills, let him/her handle customers on the voice channel. While interviewees with amazing typing skills should be working with agents handling live chat support requests.

The prominence of hiring the right candidates shouldn’t be overlooked as every call center in India secures high agent retention rate by giving proper attention to the hiring process.

2.    Offload mundane tasks 

Businesses face the problem of high employee turnover rate while running customer service operations when they only care about customers. Of course, customers are integral for any growing business, but it is salient to understand that high CSAT score cannot be attained without agent satisfaction.

The job of customer service reps isn’t easy as they have to do certain tasks even after rendering satisfactory resolutions. By and large, after-call work consists of common tasks, but they take time to be done. Here, if you manage to remove such mundane tasks from the to-do list of agents, it will slash the workload which, in turn, leads to a better retention rate.

When it comes to weed out repetitive tasks for good, what would be better than Artificial Intelligence? AI can take care of mundane tasks with aplomb and pave the way for high efficiency.

Besides AI, you can give customers an alternative of self-service to reduce the number of service requests and attain high agent satisfaction. What’s more, this will allow agents to do tasks with higher priority aptly, and this will definitely improve your business’s productivity.

So, if you really want to operate as an established call center in India, take the load of common tasks off agents’ shoulders.

3.    Provide training at times for continuous improvement 

The quality of training programs always decides how well you are going to handle customer service operations. Generally, companies having an in-house call center aim to shorten the training period so that their newly-joined agents start involving in customer interactions ASAP.

Due to improper training, agents have to face customers’ wrath during support interactions. When they are done with being insulted, they simply leave the organization or involve in a heated argument with customers and get terminated from their job, eventually.                

On the other hand, eminent call centers in India never compromise with the training of their agents and reap benefits in the form of continuous delivery of inimitable solutions, consequently. They also go to the extra mile by providing requisite additional training and conducting skill development programs periodically for the sake of uplifting the job satisfaction level of their agents.

So, providing training at times is the key to securing a high agent retention rate.

4.    Conduct exit interviews

In an ideal world, you would have hardworking and trustworthy employees who would work for you until your business runs. As we are familiar with the reality, this will never be the case as employees leave the organization when the right time comes, no matter how strong relationship you share with them.

Plus, there is no point in holding employees in the name of policies as they won’t do their work willingly, and that is not good for your business’s health for sure. Thinking about to offer the same salary package to retain top-performing employees? Of course, this seems like a good tactic but it is still not fruitful, because when someone has made up his mind to leave, then it doesn’t matter whether you meet their monetary expectations or not.

Instead of getting upset with support agents, you should conduct an exit interview with the goal of discovering why he/she wants to leave. Once you know the factors triggering employee turnover, you are likely to rectify them and ensure a long-lasting relationship with your remaining agents.  

Final thoughts

Retention of good employees always helps businesses to gain more stability and profitability. Therefore, companies should not only put attention on finding out and appointing the right people but also endeavor to keep them for ages. In this scenario, multinationals usually succeed as they delight their employees with outstanding facilities. On the flip side, SMEs, in terms of employee retention, still have a long way to go.

We hope above-mentioned pointers help you in the pursuit of slashing employee turnover rate. Thanks for reading!


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