Attrition rates at call centers can be very high, sometimes reaching up to 400% per year. Customer service is the essential lifeblood of the call center industry. We know that one of the largest struggles for call center site leaders and managers is how to proactively identify the Customer Service Representatives (CSRs) that provide excellent customer service, but who are also contemplating quitting.
How can you know what specific conversation to have with an at-risk agent, at the right moment, so they decide to stay?