How to Identify Probable Attrition in the Call Center

There is evergreen demand for manpower in the call center industry due to high attrition. Needless to say, every organization leaves no stone unturned to control the attrition. Nevertheless, there are several factors that are uncontrollable which lead to attrition.

However, the best we can do is to predict the probable attrition cases in advance and prepare a road map to deal with them.

So today's blog is about "How to Identify Probable Attrition in the Call Center".

Well, there are many analysis tools and trackers by which we can predict the probable attrition in advance but below mentioned exercises are used majorly across the call centers.

EWS Analysis:

EWS is the abbreviation for Early Warning System. EWS also commonly known as RAG (Red, Amber, Green) or RYG (Red, Yellow, Green). EWS, as the name denotes is a type of attrition analysis that provide an early warning about the agents who might leave the organization in next coming days or month. You can keep a track of the RAG report by initiating a 1:1 exercise with agents and can assess whether the agent is probable attrition or not.

Often every call center does a RAG analysis to get a prediction of the probable attrition cases and can prepare a future plan of action to mitigate the manpower deficit.

To know more about RAG analysis click on the link: RAG analysis and its benefits

Shift Adherence of agent:

Gauging the shift adherence rigorously of agents can give you an advance sense about the agents who may not continue in the next month or post salary.

If the agent is coming late in the shift regularly, not adhering to the break timings and after multiple feedbacks, there is no improvement in shift adherence then he/she can be a probable attrition case.

Real-time monitoring can also be helpful to check why the agent is coming late from the breaks.

Most of the time, when an agent decides to quit the job, you can find him engaged with his/her phone to attend the calls of other recruiters. If this is the case you need to immediately speak to the agent about the challenges he/she is facing in the organization.

Attendance adherence:

Attendance adherence is one of the key factors to gauge the agent's attrition probability. If the agent is continuously taking unplanned leaves or half days during the last days of the month, you can consider the agent as probable attrition.

In some call centers, there is a policy to hold the salary if the agent does not turn up for continuous 3 days during the last week of the month, to retain the agent but it can adversely affect the agents who might have genuine concerns.

Performance Monitoring:

Performance monitoring is another key aspect to check agents' stability. If the agent has already planned to quit the job then you will observe a decline in his/her performance.

You can keep a check on the daily performance of agents' KPIs like ACHT, NPS, CSAT, Wrap time, etc. The best way to identify the probable attrition cases is to track and analyze week-wise performance. If the week-on-week performance of regular (except outlier) agents is deteriorating then you can easily figure out the outliers and these agents can be your probable attrition.

Also, few agents who do not perform well themselves decide to quit the job hence it becomes imperative to also underline the bottom quartile agents of the month

Tracking new agents:

As per the study, the idle attrition rate of call centers is 10%-12% and out of the total attrition cases 50%-60 % cases are of those agents who are new to the system and the majority of tenure is 30-60 days.

There might be several reasons for this . Few are pointed out below:

Doesn't like the working environment.
Unable to understand the process.
Due to policy and procedure.
Do not feel comfortable with the immediate supervisor.

Above mentioned reasons are only a few however these reasons vary as per the organization and management. So the best way to identify probable attrition is to conduct the session with new agents frequently to understand their needs and what improvement they expect more.

Survey /Feedback form:

A Survey or Feedback form not only helps you to get genuine feedback about organizations' leadership, management and policies but also to get a precise prediction of probable attrition cases.

A Survey form is the best exercise to identify the probable attrition cases as these forms are confidential and agents are not scared of sharing their experiences and future plans with the organization unlike in 1:1 or Face 2 Face sessions.

To implement these exercises just prepare an MS form with a few questions and give the access to agents and ask them to share their responses. Answers may be subjective or optional as per the nature of the questions.

Below few questions that can be included in the MS form to identify the probable attrition cases:

How long are you planning to stay with the company?
Star Rate your experience with the immediate supervisor/ cafeteria/transport facility/management etc.
How did you like the infrastructure of the company?
What you did not like about the company?
What changes do you need in the policy?

These are some suggested questions that can help you to get the precise reason for your attrition and the agents who might attrite in next month.

There are several other exercises by which you can identify probable attrition in the call center.

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How to Identify Probable Attrition in the Call Center