Agent Performance
With over 20 years of contact center experience, Berny Miller joins us to dive into agent attrition and broke it down into three things.
When it comes to agent attrition, there is no one size fits all.
But Berny has a solid method that can help you turn things around starting today.
Key takeaways from Berny Miller
1. Step back and listen before you make any changes.
This means being on the floor with the agents, being in the breakroom, and getting to know your HR person/team.
If you’re a remote team it’s harder.
You just need to meet with agents and take the time to listen to as many calls as it takes to get an understanding of how things are going.
2. Understand – Are your agents quitting you? Or am I having to quit the agents?
This will help you find the disconnects and where to start to solve your attrition issues.
This is always why you want to get to know your HR team as they can help you identify where the problems are.
3. If you help take care of your agent’s needs (transportation, daycare, food), you’ll start to see a loyalty shift and a drop in attrition.
This isn’t just “more money”, there are many ways to help with this. Yes, every agent would take more money, but you need to take a step back and understand what will help win their loyalty
Every company is different, but sometimes providing a free lunch a couple of times a week will go a long way and it’s way cheaper than having to hire and train new agents.
