Top reasons for employee attrition in RO call centers

30 ianuarie 2008, 2 comentarii

1. Stress generated by:

  • Workload, the pressure of call center indicators like calls/agent, average speed of answer, not ready time etc.;
  • Extended exposure to difficult customers, customer complaints, not appropriate customer behaviors;

2. Job routine

3. Lack of promotions opportunities in call center

4. Conflicts:

  •  Between future career aspirations generated by educational background and job limitation
  • Conflicts with direct supervisor

5. Voice & hearing health issues generated by long exposure to inbound & outbound activities;

 Note: this is a top from my 8 years personal  experience in call center, I did not include here dissatisfaction with salaries and benefits in a fast growing market which is common for most of job types in RO.


Comentarii (2)

  1. I totally agree with the article. The stress level for any contact center agent is certainly high mostly its due to performance pressure.

  2. Where did number 4 go? All good reasons though, good post. Keep up the good work.

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