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

In centers that suffer from high absenteeism, you’ll typically find disengaged supervisors. Like agents, supervisors who are performing the same coaching tasks day in and day out can get into a rut. Disengaged supervisors can quickly infect a high-performing team by dispensing repetitive, mechanical feedback that makes agents feel that their efforts are not valued. Using a standardized process that requires supervisors to give feedback routinely often makes the situation worse.

Practical Tips for Call CentersPractical pointer: Contact center veteran Jay Blasing, managing partner for training and consulting firm BetterCore, LLC, suggests that managers make coaching seem less like a monotonous task by giving frontline supervisors a new goal to focus on each week. For instance, ask them to find three examples of a great call one week, or focus on customers who call with specific issues. “It gives supervisors targeted content to listen for, and they become reengaged with their agents,” he says.