Three Ways to Improve Contact Center Agent Retention

Posted by Linda Caudle

11/25/13 10:54 AM


Let’s face it; you greatly depend on your contact center agents to foster good relationships with customers. Needless to say, having a high turnover rate will not only impact your bottom line, it will also create a number of additional expenses.
In fact, for all jobs earning less than $50,000 per year – or more than 40 percent of U.S. jobs – the average cost of replacing an employee amounts to fully 20 percent of the person’s annual salary, according to a recent study from the Center for American Progress. These costs can include recruiting, training, interviewing, and more.

With the high cost of turnover, contact center managers are feverishly searching for new and innovative ways to lock in their agents– and keep them there. Below are three ways in which businesses can avoid high turnover rates and improve contact center agent retention.

Evaluate your hiring process: If you want to be the best, you have to hire the best – which is often easier said than done. While having a sunny disposition is great, there’s much more to being a first-rate agent. The right candidate must have a set of specific skills that align with your business.

Recognition: In order to keep employees satisfied and motivated, you must empower them. And there’s no better way to empower employees than to give them recognition when appropriate. Envision’s agent dashboard publically recognizes an “agent of the month” and other forms of recognition, helping to motivate others to reach their full potential.

Coaching and training: One of the many reasons why agents jump ship is because they feel under qualified or unprepared for the job. Prepare your agents and keep them on top of their game by employing a coaching and training program.

Topics: agent performance

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