AGENT RETENTION
HOW BEST TO INVEST IN AGENT RETENTION FROM BETTER TRAINING TO STAY INTERVIEWS YOU CAN RETAIN ( AND ATTRACT ) QUALITY STAFF .
BY GREGG ANTENEN , VISTIO
ILLUSTRATION PROVIDED BY ADOBE IMAGES
In today ’ s labor market , retaining agents is more difficult than ever . And it ’ s likely costing your contact center . Because agents have so many options , contact center leaders need to start understanding what qualities make for a good call center agent job : and learn how to deliver .
SO HOW CAN YOU INVEST IN AGENT RETENTION TODAY ?
And by doing so also attract high quality new agents by being a great place to work through word-of-mouth : which has long been the best method of recruitment .
As artificial intelligence ( AI ) and other technologies evolve , agents require more advanced skills to work with complex software and understand multiple systems . But increasing implementation of AI also has another effect .
With technology taking on administrative tasks and simple customer calls previously handled by agents , they now deal with more complex customer issues . Which means they need better soft skills .
But outdated or inadequate training isn ’ t giving agents the resources they need to master these types of skills , leaving them overwhelmed and unsure of their capabilities .
1 . TRAIN FOR THE SKILLS AGENTS NEED
When agents are unprepared for the reality of the call center floor , they can become discouraged easily and quit . To ease the transition , your training process needs to focus on the skills that are most important for agents today .
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