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How To Avoid High Attrition & Call Centre Agent Turnover Rates

Call centres are experiencing rapid change due to automation and ever-increasing customer expectations, so agents need different skills to succeed, with an increased focus on complex problem-solving in the context of automation.

Let us know if this sounds familiar… Call centres are experiencing rapid change due to automation and ever-increasing customer expectations, so agents need different skills to succeed, with an increased focus on complex problem-solving in the context of automation.

As a result, Call Center Managers are deterred from optimising their call centres because the job market is constantly changing, and the hiring process is not consistent with the skills and competencies required for the job. Managers must identify candidates with specific skill sets and potential and choose the most suitable candidates that will perform.

Reducing ‘bad hires’ and optimising a workforce is becoming increasingly costly, risky and tedious. The generic assessments typically used are not sufficiently flexible or able to predict agents’ performance, and they do not allow for flexibility to accommodate client-specific accepted performance criteria.

For Call Centre Managers, this means that generic assessments do not give a comprehensive view, which may result in high attrition and turnover of their staff. They desperately need a more effective solution to help find and retain the right team.

Luckily for Call Centre Managers, there is SimplyMustard.

A web-based assessment centre solution tailored to businesses of all sizes and industries, from customer experience to healthcare and IT workers.

Powered by a cutting-edge assessment model – built by our team of experts – our platform provides you with the proper assessment instrument to assess and predict the properties related to the successful functionary in the various types of operational positions associated with the Call Centre concept.

They range from the more simplistic functional position of the Call Centre Agent who deals with high volume and repetitive collecting and providing basic information, to Call Centre Agents who are dealing with more complex enquiries, time-consuming problem-solving, specialised know-how and the ability to resolve issues of an advantaged nature in a short period, being accountable for the matter by accepting full ownership and responsibility for satisfying their client in the process.

The platform allows you to evaluate a candidate’s skills and behaviour in a controlled environment, and with a consistent review procedure, you can confidently compare agents without bias and make the best choice.

Our user-friendly assessment centre solutions provide you with the most robust data, online assessments, automated reporting, dedicated support, and a comprehensive, aggregated view to help you create benchmarks for future recruitment efforts. 

Giving you complete control of your budget and hiring process.

Designed to accommodate call centres of all sizes, the SimplyMustard assessment centre scales with your business as it grows, so you can rest easy knowing that your assessments will be conducted and managed timeously and conveniently, allowing you to focus your efforts where the business needs it the most.

Retain, inspire, decrease unnecessary admin, and avoid high attrition and staff turnover rates. By streamlining your workforce optimisation and recruitment process, reducing unnecessary admin and increasing instrument flexibility, you’ll be able to focus your attention on what’s important.

Separate the best from the rest. Request a demo now.

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