5 Most Common Reasons Why Companies Fire Call Center Agents

Firing call center agents is usually a tough process that leaves managers searching for answers. They are left wondering, “How did things go so wrong?” “How did we end up here?” and “Why didn’t I see this coming?” The reasons why shouldn’t be a mystery.

Understanding why an agent’s performance declined, why they never measured up to expectations and why they went rogue and ended up getting fired is essential to knowing how to prevent these things from happening. Most of the time, the reason why is hidden within managerial processes, company policies and company culture.

The 5 most common reasons why agents are fired are:

1. Bad hiring

Most of the time, when an agent is fired from their position, it is because they never should have been hired in the first place. They either didn’t have the prerequisite skills, weren’t a good cultural fit and didn’t have the right personality for the job.

2. Insufficient training

Companies that under-invest the time and resources required to adequately train their agents end up losing in the long run. They are often left with agents who weren’t acculturated into the company, don’t have sufficient skills for their position and aren’t familiar enough with company policies and procedures to do a good job.