According to an IHS employee services case study, the average call center spends about $4,000 to hire a new agent due to high turnover volume. In the same report– a Gallop survey indicated that only 29% of call center employees are actively engaged in their jobs.
Most of the woes call centers face start of at the very onset of when an employee starts with a company. For agents, the onboarding process likely starts with a very simplistic and impersonal learning management system. This, coinciding with typical lack of growth in call centers, leaves many agents unfulfilled and highly unmotivated. As call center managers seek every option to gain a higher ROI per agent–far too often they are ignoring that the onboarding procedures are leaving their employees working inefficiently. Currently, call center managers are looking at
The synergy involved in an engaged employee and quality customer experience is all too apparent. The following reasons are why your current learning management system is leaving your employees lacking motivation, thus leaving your customers with inadequate experiences.
Consequences with most LMS deployed by call centers
Lack of Engagement:
Training is a necessary evil for any company. However, with call centers the product training process, in addition to the process of making sure agents are completely compliant with company policies, has been an uphill battle.
According to David Brown, a customer experience expert with over a decade of industry knowledge, the question that surfaces his career the most is: “How do I keep my team engaged in the learning process?” – and in the past couple of years this question has been asked exponentially more.
Currently, the most common LMS in the call center space provide solutions that are impersonal and extremely complex. Leaving the agent striving for just enough knowledge to get by. This impersonal method of learning leaves the agent baseless, unrecognized, seeking direction, and unmotivated.
For call centers, engagement reigns as a particular focal point. Without a truly engaged interaction with every customer–customers can be left feeling unsatisfied and unimportant. Call center managers must find new and innovative ways to ensure that their agents are engaged and communicative with every single customer. This all begins with a successful onboarding and training procedure.
High Turnover rates:
Any unmotivated employee, no matter the industry, is likely to seek a change of scenery if they’re not given some sort of stimuli to regenerate their motivation. With a lack of motivating factors conveying from standard call center industry LMSs, there is no wonder that the call center industry always has been an industry heavily impacted with turnover. According to LinkedIn, “The Turnover Rate for the US Call Center Industry has remained fairly steady over the past 3 years – with the Annual Turnover Rate for Inbound Customer Service & Support Call Centers hovering around 33% - and with Quit Rates representing 60% of Total Turnover.” A successful onboarding process is instrumental for employee retention. However, standard LMS are failing to retain agents.
With limited incentive to learn the proper materials–supervisors are left with a very inefficient and ineffective LMS. The onboarding process is one of the most expensive processes for a call center. However, this part of the process is often overlooked. Even an intermediate LMS process leaves the agent seeking rewards and a sense of direction within the company. Unfortunately for most call centers, entry-level positions seem to be the peak of opportunity for unengaged employees.
Limited growth potential. Limited knowledge of the company. Call Center agents are left continuously underperforming on key performance indicators (KPIs). These metrics vary by operations but most commonly include: customer satisfaction, average handle time, first call resolution, etc. These metrics are all negatively affected if the onboarding process is not coherent and rewarding to the agent.
The confusion and inefficient nature of most learning management systems has caused for many call center operations to look for another onboarding method that correlates a stronger ROI and a better customer experience (CX).
The new resolution
Fixing the turnover woes that haunt call centers is a major focus for every manager. In an industry that relies heavily on efficient workflow–it seems that call centers are limiting their potential ROI per employee by instituting impersonal and non repeatable processes throughout onboarding and beyond. By instituting a mean of applicating company policies in a method that garners higher engagement and motivation is something that will only help call centers strive.
The method best suited to raise motivation involves gamifying the learning process. In part two of this blog, the benefits of implementing a gamified LMS is accessed.