Could agents be saved if you were given enough warning of the impending departure?
In many cases, yes, but only if you have enough time (usually several weeks) to solve problems and address issues that are causing the disillusionment.
So how do you get advanced notice that someone is going to leave your organization?
In a post from the archive, researchers at the Huntsman School of Business found that disengagement from the team was the leading indicator someone was going to leave the organization.
Here are a few examples of subtle but consistent behavioral changes people often make in the one to two months before they leave their job:
1. They offer fewer constructive contributions in meetings.
2. They are more reluctant to commit to long-term projects.
3. They become more reserved and quieter.
4. They are less interested in advancing in their careers.
5. They are less interested in pleasing their manager than before.
6. They avoid social interactions with their manager and other members of the executive team.
7. They suggest fewer new ideas or innovative approaches.
8. They begin doing the minimum amount of work needed and no longer go beyond the call of duty.
9. They are less interested in participating in training and development programs.
10. Their work productivity starts going down.
If agents are demonstrating at least six of these behaviors, there is an 80 percent chance they’re on their way out.
The first step is recognizing the signs of disengagement. Next, take quick action to uncover the underlying dissatisfaction.
