According to a recent study by Contact Center Pipeline, nearly 25% of call centers report their top challenge as being high attrition.
We know this has always been a problem for call centres. Typically, we would suggest that you examine your environment: introduce gamification, improve training or allow for more empowerment. Today, we’re taking a different approach. Maybe the continuous challenge of agent churn has nothing to do with your ongoing operations, and everything to do with your hiring process.
Let’s see if your customer service representatives fit in line with these 4 indicators before we decide for sure. Continue reading