{"id":54038,"date":"2022-02-02T04:58:00","date_gmt":"2022-02-02T12:58:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=54038"},"modified":"2024-09-16T14:43:44","modified_gmt":"2024-09-16T21:43:44","slug":"71-of-service-agents-have-considered-quitting-in-the-past-six-months","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/71-of-service-agents-have-considered-quitting-in-the-past-six-months\/","title":{"rendered":"71% of Service Agents Have Considered Quitting in the past Six Months, Says New Salesforce Report"},"content":{"rendered":"\n

Quick take<\/em><\/strong>: <\/strong>New Salesforce survey reveals what service leaders can do to attract and retain service agents amid the \u201cGreat Resignation.\u201d<\/em><\/p>\n\n\n\n

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Workers all over the United States are quitting their jobs. In November alone, 4.5 million<\/a> Americans resigned from their positions, and more than three times as many workers quit their jobs as were fired. <\/p>\n\n\n\n

Businesses are now challenged to offer better opportunities than their competitors, and with remote work on the rise<\/a>, they\u2019re competing with organizations in every market.<\/p>\n\n\n\n

Salesforce recently surveyed service agents and found that 71% have considered leaving their job in the past six months and 69% are considering leaving customer service roles entirely. The survey also found that service leaders are experiencing this turbulence directly, with 50% claiming they have seen an increase in resignations in their department. <\/p>\n\n\n\n

Burnout, flexibility, and customer satisfaction are top challenges<\/h2>\n\n\n\n

With departures on the rise, 86% of service agents report they need more from their company in order to stay. Agents are calling for monetary compensation, career growth opportunities, and better management, specifically: <\/p>\n\n\n

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The call for better management might stem from leaders being tasked with increasing customer satisfaction while also managing employee burnout \u2014 no small feat. The research showcases the challenge managers have to reduce employee burnout while increasing customer satisfaction: <\/p>\n\n\n

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Realtor.com’s customer care approach is based on a philosophy of service as a strategic asset. That means taking care of the people who take care of our customers–happy employees translate to happy customers.<\/p>Debbie Neuberger, SVP of Service Operations at Realtor.com<\/cite><\/blockquote>\n\n\n\n

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Tech automation offers hope for burned-out service agents<\/h2>\n\n\n\n

More than three-quarters of service agents report a lack of technology in their current role. By investing in technology \u2014 like AI and automation \u2014 service leaders can help relieve overwhelmed agents of tedious, repetitive tasks, allowing them to focus on higher touch, complex issues, like customer satisfaction.<\/p>\n\n\n

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