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5 steps to reduce Contact Center job transfer rate
Customer service representatives (CSRs) are fairly similar to Call Agents in Contact Centers, Call Centers where customer service is always challenging and problematic, so CSRs are always prepared. The system matters are special by these two professions. [link widoczny dla zalogowanych] Employees should receive the necessary support. Whether it is training to understand the work, costs, convenience systems And opportunities for career advancement
The migration rate of CSRs in many countries is 29% of all jobs. And spent an average of 3.3 years working in the same company
We would like to introduce five steps to reduce the call center job migration rate:

1. Hire an Agent suitable for the job position.
Hiring an Agent suitable for that job Because each CSR or Contact Center job, the Call Center requires different capabilities, for example, inbound, outbound, or telesales work, even if it's a phone job. But the goal of the work The type of client to deal with, the way of speaking will vary depending on the purpose of each position. In the hiring process there should be a period of probation. That they have an understanding of what the Agent has to do or not Managers need to be clear in reviewing, measuring and clarifying the Agent in the first place what abilities they need in this job. To get the most suitable person for the position

2. Make a good foundation and foundation.
The Contact Center Agent training or practice should be comprehensive and ongoing from the new Agent to the supervisor level. Starting an Agent Training should begin with the basics. Working in the organization Meeting customer needs And the basis for communication to make an impression Many times, the company emphasizes on the knowledge of the customer's product. Which the knowledge of that part is good But it should come from a good basic knowledge first. Because good service and communication are at the heart of the Contact Center, Call Center.

3. Continuous training and supervision of Call Agents.
In addition to the basic training which is important mentioned in the previous section. Ongoing training is essential. On-going training will help the Agent not forget what he had trained. It also updates new knowledge. Share experiences from what the trainees have come across. These trainings will give the Agent the knowledge to develop himself. And perceived support from the boss It creates a great impulse to work out effectively.

4. Have a systematic and fast management.
Of course, every type of work can have problems. Sometimes problems are not caused by Agent failures. Having a good system helps the Agent respond to the problem. Supervisors are able to help and suggest solutions quickly, this will allow the Agent to reduce the stress caused by the problem to some extent, allowing the Agent to show their full potential.

5. Realize work efficiency.
When working hard, it works out well. If the supervisor sees the intention Indeed, it is a good incentive to work, giving bonuses, rewards or compensation to people who do a good job. It will motivate good agents and other agents to produce better results.
All of this shows that if a good management system helps the agent to perform at its peak, And by providing opportunities for those who do well, Agent will be more willing to stay with the company and reduce job transfers.