A common cause of customer service new-hire turnover in contact centers
Illustration By Dan Hetteix

New-hire surveys can help to identify the breakdowns in trust that can occur early on when new agents decide that the job is not what they expected—a common cause of new-hire turnover in contact centers. This can usually be traced to overselling the company and/or position in the recruiting and interview process, and not providing candidates with a realistic job preview (e.g., simulations, side-by-sides with senior agents).

Besides surveying new employees, employee retention expert Chason Hecht, president of Retensa, recommends conducting a job candidate survey to gain insights about the recruitment process. “If we want to protect our brand, then we should be asking for feedback from the individuals who interview with us, but who aren’t hired,” Hecht says.