Five Tactics To Retain The Best Agents Of A Call Center

Recruiting excellent agents can be a difficult task. It can even be more complicated to keep them in the company once hired. According to a survey, the employee turnover rate is higher now than in the last 18 years. The retention of the agents of a call center does not happen by chance, it happens through the implementation of practical and proven retention tactics.

Five Tactics To Retain The Best Agents Of A Call Center

1) Recognize Agents

People have an innate need to be appreciated and a sense of belonging to the team. Recognition through a performance management program in the workplace can meet that need and keep employees longer. According to research conducted by Bersin and Associates, companies with recognition programs have a voluntary turnover 31% lower than organizations that do not.

The recognition can come in the form of giving visibility to an agent in social networks, a thank you note, or virtual badges to excel in a task in your department.

2) Request Comments

The agents’ ability to give feedback and communicate how they feel is a way of involving them that does not require a promotion or a raise. According to Deloitte Research, employees value culture and professional growth almost double what economic compensation and benefits value. Research shows that the company’s ideal cultures prioritize a listening environment. Practical ways of listening to employees can be implemented through one-to-one weekly records, anonymous social tools and short and frequent surveys.

3) Mark Challenges To Agents

The best agents are likely to be ambitious people who almost dominate their role. Avoiding work boredom in the call center is crucial to keep them close. According to a survey by Korn Ferry, 33% of professionals expressed themselves “bored and in need of new challenges” as their main motivation to change jobs.

The solution to boredom is in the form of a challenge. Agents can be challenged by helping them set goals, creating competition among employees and challenging them to reach certain key performance indicators. The challenges can occur constantly through gamification tools.

4) Help Agents Establish A Professional Career

Employees do not want to stay stuck. They will work in a difficult job if it leads to a better future. According to Randstad, 86% of employees quit their jobs due to the absence of professional development. It is important to show the best agents how they can develop a professional career within your company before leaving for another organization. Call center leaders must help agents visualize a career path, providing them with access to professional tutorials and learning resources.

5) Provide Training

Employees want to know that the company invests to improve. A study by Deloitte points out that offering a mentor or trainer is crucial to keep agents in the contact center. Nor does it have to be a time-consuming task; coaching capabilities can be unified through powerful performance management and quality management products.

The implementation of tactics will keep agents and users satisfied.