Are You up to the Attrition Challenge?
A consistent challenge for contact centers and back office operations is high attrition rates. A number of factors, including pay scale, nature of the work and product offerings, impact attrition levels.
Furthermore, attrition rates are often outside the direct control of department management. So, if the control over attrition is so limited, what can be done to minimize the disruption it generates?
Help Me, Help You
A common cause of attrition is frustration. Generally, it can be assumed, a “good” customer service representative genuinely wants to assist a customer and ensure overall satisfaction.
However, frustration begins to arise when the customer service rep feels they lack the proper training and authority to effectively do their job and meet customer demands.
Adding Fuel to the Fire
In such an instance, the employee’s feeling of hopelessness only adds fuel to the fire.
Take the example of a call center: on a given day, a particular call center was experiencing an unusually high volume of complaints disputing a specific dollar amount.
The customer service reps were bound to a strict script and given no discretionary authority or leeway. Ultimately, both customer and rep were left dissatisfied and, simply put, annoyed.
Always Up to the Challenge
Always up to the challenge, a former student of FTP’s Managing Operations Workshop took on the case in conjunction with the department manager.
Upon analysis of the numerous customer complaints, it was identified the dispute regarded a dollar amount of $25. Further investigation showed the company incurred a cost greater than $25 just to examine each customer dispute.
Change is Good
In the end, the department manager obtained the approval to empower the customer service reps with discretionary authority to waive fees on disputes of $25 or less.
The implemented measure boosted customer satisfaction by 30% and drastically decreased the time necessity of incoming disputes.
A Positive Sharp Decline
Along with improved customer satisfaction levels, departmental attrition rates sharply declined. Employees reported increased feelings of appreciation and value for the company.
Also, the customer services reps benefitted from a greater sense of autonomy and confidence in their role. The boost in departmental morale also correlated with improved employee performance levels.
The Domino Effect
Application of the skills and techniques learned during the Managing Operations Workshop, allowed the manager to minimize investigative time, while also providing added, unexpected benefits.
The core issue was not only resolved, but subsequently led to a domino effect of other departmental improvements.
Due to the time and energy commitment required to properly train a new customer service representative, the department identified significant discrepancies in its ability to align staffing with production demands.
However, with the addition of attrition data and training timelines, managers were able to accurately forecast volume and scheduling needs.
Let’s Enhance Morale
Stabilized staffing levels not only increased productivity and output levels but also enhanced department morale and decreased attrition rates.
Let us help you provide your management team with the skills, knowledge and confidence to gain control of their attrition challenges! Learn more at FTPConsulting.com.
What attrition challenges have you experienced? Let us know in the comments below!