Workforce Optimization

How GigCX Solves High Attrition Rates

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The average rate of attrition for contact centers refers to the turnover or churn of employees within these organizations. According to a study conducted by Contact Center Pipeline, the attrition rate in contact centers can vary widely depending on factors such as industry, location, and company culture. 

On average, the attrition rate in most contact centers hovers between 30% and 45%. However, it is important to note that attrition rates can be influenced by various factors, including the nature of the job, work environment, employee satisfaction, and career advancement opportunities. In our experience, contact centers deal with close to a 90-100% attrition rate due to the shift in the current labor market. These rates underscore the ongoing challenge faced by contact centers in retaining a stable workforce while providing high-quality customer service.

Why are attrition rates so high now? 

While an attrition rate for one contact center may look dramatically different compared to the next, there are a few recurring causes of high attrition. 

Job Stress and Burnout: Contact center agents often face high-stress levels due to the demanding nature of their work. Dealing with a high volume of customer interactions, handling difficult situations, and adhering to strict performance metrics can lead to burnout and dissatisfaction, prompting employees to seek alternative employment.

Limited Career Growth: Many contact center positions are viewed as entry-level or temporary roles, lacking clear pathways for career advancement. This lack of growth opportunities can result in employees seeking positions with greater prospects for career development.

Work-Life Imbalance: Contact centers often operate on 24/7 schedules, requiring employees to work in shifts, including evenings, weekends, and holidays. This can disrupt work-life balance, affecting personal relationships and overall job satisfaction.

Compensation and Benefits: In some cases, contact center agents may feel that their compensation does not adequately reflect the demands of their job or the value they bring to the organization. Limited benefits, such as healthcare or retirement plans, can also contribute to dissatisfaction and attrition.

Training and Support: Insufficient training and lack of ongoing support can negatively impact employee morale and job satisfaction. When agents feel ill-equipped to handle customer inquiries or lack guidance, it can lead to frustration and increased attrition rates.

Advancements in Technology: Automation and artificial intelligence technologies are increasingly being implemented in contact centers, potentially reducing the need for human agents in certain tasks. This perception of job insecurity may prompt some employees to seek alternative career paths.

How does GigCX help contact centers achieve a low attrition rate? 

By adopting a GigCX model, contact centers can leverage a flexible model that allows them to improve their agent experience and lower attrition. When contact centers focus on their agents just as much as their customers, it creates a workplace people want to be in. 

In a typical GigCX model, contact centers are able to staff their teams with highly-qualified agents who have the flexibility to support their operations around the clock. The model is built with flexibility on both ends. Agents are able to work when they want, and as a result, contact centers have access to agents who are willing and ready to work with their customers. 

Here are a few other ways GigCX helps contact centers eliminate attrition: 

Flexible work opportunities: like any other gig economy model, there is supply (contractors ready for work) and demand (those who want the work of these contractors). When you apply this to a contact center, agents have the opportunity to build their schedule around their life and responsibilities. Unlike a traditional staffing model that requires agents to work 9-5, a GigCX agent may elect to work four hours in the morning and four hours in the evening. 

Improved job satisfaction: with GigCX, agents have the opportunity to design their job around their lifestyles. GigCX agents also get to work with multiple brands vs. working with a single company. They can craft their schedule and interests around what they are passionate about, cutting out the boredom or monotony of working on the same customer issues.

Reduce burnout: GigCX can help mitigate burnout by allowing agents to manage their workload more effectively. With the ability to select the number of gigs they take on and adjust their availability, agents can ensure they have adequate rest and recovery time. This flexibility helps prevent burnout and enhances employee well-being, leading to lower attrition rates.

If you’re looking to adopt a GigCX model for your contact center, check out these other resources or reach out to chat with our team.

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