{"id":31790,"date":"2019-08-01T06:31:47","date_gmt":"2019-08-01T04:31:47","guid":{"rendered":"https:\/\/enreach.es\/blog\/five-tactics-to-retain-the-best-agents-of-a-call-center\/"},"modified":"2023-12-13T13:39:06","modified_gmt":"2023-12-13T12:39:06","slug":"five-tactics-to-retain-the-best-agents-of-a-call-center","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/five-tactics-to-retain-the-best-agents-of-a-call-center\/","title":{"rendered":"Five Tactics To Retain The Best Agents Of A Call Center"},"content":{"rendered":"

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.<\/p>\n

Five Tactics To Retain The Best Agents Of A Call Center<\/strong><\/h5>\n
1) Recognize Agents<\/strong><\/h5>\n

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

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.<\/p>\n

2) Request Comments<\/strong><\/h5>\n

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<\/strong>. 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.<\/p>\n

3) Mark Challenges To Agents<\/strong><\/h5>\n

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 \u201cbored and in need of new challenges\u201d as their main motivation to change jobs.<\/p>\n

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<\/strong>. The challenges can occur constantly through gamification tools.<\/p>\n

4) Help Agents Establish A Professional Career<\/strong><\/h5>\n

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<\/strong>. Call center leaders must help agents visualize a career path, providing them with access to professional tutorials and learning resources.<\/p>\n

5) Provide Training<\/strong><\/h5>\n

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<\/strong>. Nor does it have to be a time-consuming task; coaching capabilities can be unified through powerful performance management and quality management products.<\/p>\n

The implementation of tactics will keep agents and users satisfied.<\/p>\n","protected":false},"excerpt":{"rendered":"

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… Read more »<\/a><\/p>\n","protected":false},"author":1,"featured_media":31791,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[5191],"tags":[],"class_list":["post-31790","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-smart-contact-center"],"acf":[],"yoast_head":"\nFive Tactics To Retain The Best Agents Of A Call Center - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/en\/blog\/five-tactics-to-retain-the-best-agents-of-a-call-center\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Five Tactics To Retain The Best Agents Of A Call Center - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Recruiting excellent agents can be a difficult task. 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