7 Ways to Reduce Contact Center Attrition

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October 16, 2023

7 Strategies to Reduce Applicant Attrition and Employee Turnover in Contact Centers

Contact centers play a pivotal role in modern organizations by serving as the front line of customer service. However, they often grapple with a persistent challenge – high applicant attrition and employee turnover. To address this issue, companies need to implement strategies that enhance the hiring process and create a more appealing work environment. Enter CXninja, a specialized staffing solutions provider focused on CX, niche, and remote hiring. With our cutting-edge technology, we’ve been able to help companies reduce attrition by up to 81% while also decreasing employee turnover by up to 67%. In this blog post, we will not only explore seven strategies to reduce attrition and turnover in contact centers, but also show how CXninja can implement them in your business.

Skill-Matching with CXninja:

One of the primary causes for high attrition in contact centers is a misalignment between the skills and expectations of employees and the job requirements. CXninja addresses this issue by using cutting-edge automated technology to ensure that candidates are a good match for their roles, both in terms of qualifications and soft skills. Skill-matching drastically reduces the chances of hiring the wrong person, decreasing attrition for both candidates and employees.

Enhanced Communication:

Effective communication is key to successful contact center operation, not only with customers but also with employees. With our emphasis on continuous communication, CXninja ensures that candidates experience a smooth and transparent application and assessment process. By keeping applicants informed about their application status, and effectively communicating the next steps at each stage, companies can avoid unintentionally “ghosting” candidates or causing them unnecessary stress and confusion. Clear communication not only fosters a positive candidate experience but also sets the tone for their time in the organization.

Speedy Hiring:

Slow and cumbersome hiring processes often lead to candidate drop-offs. CXninja emphasizes the importance of hiring speed, with most roles filled in under 5 days, ensuring that candidates do not lose interest or accept other job offers during an unnecessarily lengthy recruitment process. Ensuring an efficient call center staffing process comes with a plethora of benefits for both companies and candidates, not only reducing attrition but also minimizing hiring expenses.

Streamlined Onboarding:

Once candidates are hired, a seamless onboarding process can significantly improve their job satisfaction and likelihood of staying. Creating an efficient and comprehensive onboarding program helps new employees integrate into the company culture and understand their roles better. For companies looking to hire call center reps who will stay with the company, it’s critical to put just as much effort into the onboarding process as the recruiting process, to ensure that new employees have a good first impression.

Employee Training and Development:

Investing in employee training and development is essential for improving skills and boosting employee confidence. CXninja's extensive vetting and skill-matching process provides companies with candidates who are ready to work, already having the qualifications and soft skills necessary to succeed in their roles, which significantly reduces the need for extensive training and enhances employee retention.

Employee Engagement:

Engaged employees are more likely to stay with a company. Regular feedback, recognition, and opportunities for personal growth all contribute to higher engagement levels. Managers can improve contact center employee engagement by creating a positive work environment and valuing their employees' contributions.

Addressing Work-Life Balance:

The work-life balance of contact center employees is often a key factor in their decision to stay or leave. Providing flexible scheduling options and promoting a healthy work-life balance can significantly reduce employee turnover. Encouraging mental health initiatives and offering wellness programs can also contribute to a positive work environment.


High applicant attrition and employee turnover in contact centers can be costly and challenging to manage. However, with the right strategies in place, companies can significantly reduce these issues. CXninja, as a specialized call center staffing provider, offers a unique approach that combines technology, communication, and skill-matching to drastically reduce attrition. By implementing these seven strategies, contact centers can foster a more appealing and supportive work environment, ultimately retaining skilled employees and enhancing the customer experience.

Frequently Asked Questions:

How does CXninja's technology actually match call center candidates with the right roles, and what specific criteria does it use beyond basic qualifications?

CXninja utilizes unbiased AI-powered assessments to skill-match potential candidates to roles that best fit their objective relevant qualifications, ensuring that the most qualified candidates move forward. Every candidate goes through an extensive vetting process where we assess both soft and hard skills to determine top CX talent. Candidates are awarded gold and silver stars based on their skills and assessment score. Candidates who achieve all gold stars are recognized with a Ninja Elite badge. If your company requires specific bespoke assessments to screen for niche skills, we offer additional assessments including customer-provided and custom-built CXninja assessments based on your needs.

What measures does CXninja take to ensure quality customer service agent hires, beyond just speed?

CXninja uses a combination of interviews, background verifications, and skills testing in the form of gamified skill assessments that candidates can complete at heir leisure - even from their phones! Through our rigorous skill-matching process, we ensure that candidates have both the hard skills and soft skills to thrive in their role, improving their ability to perform their job well and ultimately reducing turnover in the long term. CXninja also provides ongoing education & engagement opportunities ensure our Ninjas keep learning, expanding their skills & growing their customer service career – benefitting everyone.

Are there any examples or case studies of companies that have successfully implemented these strategies with the help of CXninja, along with specific results achieved in terms of reduced attrition and improved employee retention?

Yes! To read long-form case studies about how CXninja's call center staffing and customer service recruiting solutions have had real-world impact for companies across a wide variety of industries, check out our Case Study Library.

To learn more about how CXninja can help lower turnover, reduce hiring costs, and revolutionize your organization’s staffing process, CLICK HERE.

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