Workforce Management Feature Article
December 17, 2010
Retain Your Star Agents and Keep Your Workforce Flexible
By Chris DiMarco, TMCnet Managing Editor
Supervising your talent is an important aspect of overall workforce management. There are always instances when an agent will eclipse others in both process and training and being able to determine in advanced who you have on your team means you’ll be prepared for any scenario. But retaining talented agents is not always easy in the call center space. To that effect Monet Software is offering a few tips on how to keep your top agents happy and just as importantly how to keep them working for you.
Call centers need to be prepared to accommodate scheduling needs and schedule visibility to team members. Top agents will be more likely to stay productive if they have an understanding of how their needs and your schedule can match up.
Involving your agent in this process ensures that you’ll take their personal needs into consideration when planning and will offer everyone in the call center a collaborative way to schedule for success.
Creating a schedule by agent rank can be very effective in achieving goals for you business. You can rank agents according to call completion time, call per hour or other performance measures including sales and order size. This will give a valuable scale to gauge the need for certain agents over others.
The personality of a person should also be taken in to account when providing placement for your star agents. Studies have shown that a good relationship with colleagues drives motivation and performance in call centers. Your schedule should leverage this by teaming up the “right people”.
Following these rules will allow you to be flexible with your scheduling as well as hold on to those team members that are indispensable to your organization.
Chris DiMarco is a Web Editor for TMCnet. He holds a master's degree in journalism from Quinnipiac University. Prior to joining TMC (News - Alert) Chris worked with e-commerce provider Suresource as a contact center representative and development analyst. To read more of his articles, please visit his columnist page.
Edited by Chris DiMarco