Cold calling is still one of the major lead generation tactics in countries like the United Arab Emirates. It is quite effective and reliable too, which is the major reason for its popularity. However, business organizations have to develop a perfectly functional call center to utilize all the services and ensure better reach to their prospects. Call center attrition proves the major hurdle in their way.
What is Call Center Attrition?
When the employees keep leaving the organization over a specific period of time, and the authorities decide not to hire their replacement or more employees, it is termed call center attrition. It negatively impacts the performance and productivity of the existing workforce and declines the progress stats of the organization too.
Keep scrolling down this article in detail to learn and explore everything you should know about call center attrition.
Top 7 Causes of Call Center Attrition You Need to Watch Out
Call center attrition is one of the biggest factors behind the declining growth and progress of many business organizations. In the case of high-end services, in which B2B dealings are more common as compared to B2C dealings, call centers play a major role in attracting the prospects and ensuring their reach to the end goal of sealing the deal. All of this gets affected by a high attrition rate.
Here are some of the major causes of call center attrition you need to watch out for to keep up the progress.
1. High Call Volume
The very first cause of call center attrition is the high call volume. The in-house call centers are usually small and do not have industry experts on board. While the amateur agents have to meet the criteria of high call volume, which they fail to handle and decide to quit. To avoid this issue altogether, most business organizations get in touch with call center outsourcing companies in Dubai and ensure their high call volume is handled efficiently and smoothly.
2. Lack of Flexibility
The second major cause of the high attrition rate in the call center is the inflexible attitude of the call agents. Whether it is in terms of cooperating with their colleagues and other call agents or with the prospects, they do not show any leniency, which is required. They often act stubbornly, which can tarnish the reputation of the organization, in addition to causing loss.
3. Poor Schedule
Another key cause of the high attrition rate in the call centers is the poor schedule. There is numerous business to business organization that has international clients and prospects. In order to initiate and complete the sales cycle, they have to contact them according to their suitable time, which becomes a source of poor schedule for the agents and causes attrition.
4. Lack of Training
Another key cause of call center attrition that you need to watch out for is the lack of training. The employees need professional training and workshops after a specific period of time in order to stay ahead of the industry trends. However, the lack of training facilities can make them quit their job and cause loss to the organization.
5. Ineffective Leadership
In recent times, ineffective leadership has emerged as a leading cause of high attrition rate in the call centers. Every call agent has a little authority and independence, which they fail to utilize effectively. This, in turn, creates chaos in the workplace and negatively impacts the atmosphere.
6. Lack of Growth Opportunities
Another important cause of the high attrition rate in the call centers is the lack of growth opportunities. The amateur call agents expect to climb the ladder of hierarchy in a short period of time when they do not even deliver to the organization to the best of their abilities. The unhealthy competition adds up to the losses of the organization and makes the prospects conscious too.
7. Miscommunication
Lastly, miscommunication is another leading cause of call center attrition you need to watch out for. The amateur agents present themselves as skilled and experts in the field. However, when they join the force and have to deliver, their inexpertise causes loss to the organization, and they have to quit. Instead of indulging in such time-wasting activities, you can contact a call center company in Dubai. Let the experts manage your requirement and deliver according to their professional expertise.
How to reduce it?
Reducing the call center attrition rate requires a significant investment of time and resources. In addition to it, paying attention to organizational culture is more than necessary. However, if you do not have much time on your hands, investing in a call center might not be a profitable option. Instead, get the experts on board and outsource your service to the professionals, so you do not have to deal with issues like call center attrition.
