Agent Turnover

What is “Agent Turnover“?

In a business process outsourcing (BPO) company, agent turnover refers to the number of agents that need to be replaced within a given time. No matter what industry it is, a high agent turnover rate can be destructive to any company’s overall operations. The industry of contact centers is traditionally known as among the industries with an exceptionally high employee turnover rate.


What are some ways to reduce agent turnover?

The high attrition culture in a company can largely impact the level of service efficiency, as well as employee satisfaction. Fortunately, there are some steps to minimize agent turnover. Below are some of the ways:

  • Build a people-first culture – This is an approach where organizations prioritize the well-being and happiness of their employees above all else. By putting this into practice, companies can build better and stronger relationships with their people, which can cultivate and motivate them to stay with the organization.
  • Optimize the hiring process – When hiring new talent, companies must try to look beyond the standard job qualifications. During this process, you must look at the soft skills, culture, personality, and overall attitude of the candidate. This will allow you to evaluate whether a candidate would be a good fit for the company or not.
  • Establish clear and transparent communication – Open communication with agents can instantly increase employee engagement. This can help make the team feel more reassured and included. If agents are given the opportunity to communicate, the company may also benefit from their insights and improve the process within the organization.
  • Design a tailored and effective training program – By undergoing the same training cycle, agents can learn all the requisite expertise and skills to fully assimilate themselves to the standards of the organization and establish relationships with coworkers.


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