Before we wrap up, let’s address the human aspect of this issue. Why do experienced call center agents often underperform, and what can be done to support them better? These individuals have dedicated themselves to a career in customer service, and failing an assessment can be disheartening.
One key factor is the reason they are leaving their current centers. Are they underperformers being eased out? Not necessarily. Our research shows no evidence of that. Are they merely chasing higher pay? While everyone appreciates a better paycheck, our studies indicate that’s not the primary driver. High attrition often occurs when on-boarding support or nesting coaching is withdrawn, or after a period when all coaching stops. Essentially, people leave when they no longer feel supported or believe in their potential for growth.
One experienced agent shared, “I left my previous job because I felt like I hit a wall. There was no more coaching, no more growth. Moving to a new center felt like a fresh start, but the initial assessments were tough without support.” This highlights the importance of continuous development and support for experienced agents.
A 22-year-old agent is just starting a potentially long career. Investing in their training and development early on can save a company a fortune in future recruitment costs. By providing ongoing coaching and support, you not only improve their performance but also increase their loyalty and retention.
In conclusion, while experienced call center agents come with their own set of challenges, with the right support and training, they can become some of your most valuable team members. Understanding the reasons behind their performance issues and addressing them proactively can lead to a more motivated, effective, and loyal workforce.
