Customer Service

Agent turnover is a significant problem for call centers, with the industry recently seeing employee attrition rates of up to 38%.1 It’s an expensive issue, too: Each time an agent leaves, it can cost a company between 30 and 50% of their annual salary.2 However, you can avoid this with a customer relationship management (CRM) system that has the right features and functionalities. In this article, we look at the main causes of turnover and detail key CRM capabilities that can help you combat agent attrition in your call center.

Keeping team spirits high is one of the most demanding challenges a call center manager faces. The daily grind of customer queries and complaints, often under intense pressure, can take a toll on your agents. How can you keep them motivated, happy, and performing at their best? This article is your guide. It covers five data-driven approaches to improving agent morale that go beyond the usual perks and can make a real difference in performance, too.

Customer relationship management, or CRM, adds explosive flavor to a bland sales process. It brings organization to chaos and clarity to unpredictability. But you might wonder what specifically CRM software can do for you. What used to be a luxury for enterprises has now become a necessity for SMBs. A CRM platform lets you track interactions with customers, streamline sales processes, score leads, and build long-lasting relationships. It documents every phone call, email, and follow-up with contacts so you can build on past conversations. And as your business grows, it gives you a central source of truth for all your customer data, allowing you to trust your decisions and grow your business. Here’s a closer look at what a CRM can do and how to decide whether your business needs one.