Call Center Scheduling Featured Article
Getting Good Call Center Agents to Stick Around
As any good manager can attest, it’s critical that you focus on keeping the good, high performing employees happy in their roles or risk having to find, train and keep new talent. It’s not just more costly to onboard a new hire, but it also doesn’t guarantee you’ll get someone with the same skill set and dedication as the employees whose just quit.
In the call center, where turnover rates are high and where quality agents help to achieve overall goals for the company, it’s especially critical to keep them satisfied and loyal.
Yet, it still happens. Employees come and go and dealing with the churn can be difficult.
There are things you could be doing to help keep these valuable agents around longer and ensure they’re feeling fulfilled and appreciated. This will save time and money in the long run.
Here are some tips to get good call center agents to stick around.
Remember They’re Human Too
When you have an exceptionally amazing employee who’s willing to put in the extra time, never leaves their seat and maybe even stays focused and skips their breaks, you may think this means they’re truly dedicated to the job and while it does to some degree, it also leads to burnout and employees that are overworked. Instead, work time off into their schedule and remember they're human too and deserve a break away from the busy, high-stress call center life.
Increase Pay & Incentives for Top Performers
There is no worker out there who doesn’t consider their pay rate when they think about work. Sometimes the very dedicated call center agent may care less about it, but there is still always an internal desire to earn more. Incentives such a flexible scheduling, bonus time off and other rewards can go a long way in helping the goal-getter to feel appreciated.
Offer Job Advancement
Job growth is a top reason for any employee to stick around. When there’s room for advancement and more challenges in the work day, agents will feel they’re moving forward and up the ladder. If a worker is doing exceptional at their job and has shown tenure and dedication, you owe it to them to help move them up the ranks so they can help coach other agents in their same determination and skill sets.