LiveVox empowers contact centers to keep agent retention high by making onboarding and training simple. At LiveVox we work with our clients to understand the requirements of their specific contact centers, and then  work with them to streamline the entire agent process, from onboarding to agent desktop optimization, to upskilling. This helps companies reduce agent turnover by creating a system with robust content which agent team members can access any time they need it. In addition, LiveVox offers e Learning capabilities so agents stay up-to-date on product offerings and best practices after they’re onboarded. This helps ensure that new agents are providing quality customer service from day one, as well as keeping veteran employees at the top of their game for years to come.

Call and contact centers experience a high rate of employee turnover, averaging around 40% to 45% according to the International Customer Management Institute (ICMI). This is higher than the national average in many countries at 17.8%. Many people are attracted to call centers due to the relatively high compensation and job security, but there are other factors that come into play that can make agents feel dissatisfied and cause them to leave.

There is often confusion over commission structure, an impersonal atmosphere, or feelings of being unsupported by contact center management. To reduce agent turnover, contact centers should prioritize the overall happiness of their employees by implementing support systems such as training programs, career ladder approaches, and recognition for quality work. Acknowledging agent contribution can significantly increase morale amongst employees and result in decreased turnover. 

To reduce agent turnover in call centers, continuous monitoring should be conducted to ensure that employee satisfaction is prioritized. Managers should get to know each agent individually and develop positive relationships with them. Feedback loops should provide helpful suggestions and target areas for improvement, ultimately leading to higher esteem in the workplace and a lower turnover rate.