WORK SHOULD FIT INTO AN EMPLOYEE ’ S LIFE , NOT THE OTHER WAY AROUND . AND FOR CONTACT CENTER AGENTS , FLEXIBILITY IS KEY TO RETENTION .
Adjust your training process to fit the current customer service landscape , so your agents can strengthen both their technical and soft skills . That way , they ’ re fully prepared for the various aspects of their role .
2 . ALLOW FOR FLEXIBILITY
Work should fit into an employee ’ s life , not the other way around . And for contact center agents , flexibility is key to retention .
For many agents , the ideal is a hybrid work environment , which helps avoid both the burnout that comes with in-person work and the isolation that stems from remote work . Hybrid models that are designed around human needs , reports Gartner , give call center agents the work-life balance they want , making them more likely to stay in their role : and for longer .
Even if your contact center operates completely in-person , you can still provide your agents with flexibility by allowing them to specify the shifts they ’ d like to work . Although tedious , adjusting shifts to your agents ’ preferences ( when possible ) simplifies their everyday routines , allowing their jobs to support their lives .
WORK SHOULD FIT INTO AN EMPLOYEE ’ S LIFE , NOT THE OTHER WAY AROUND . AND FOR CONTACT CENTER AGENTS , FLEXIBILITY IS KEY TO RETENTION .
3 . INVEST IN YOUR TEAM
Companies that devote resources to the employee experience boast agents who are dedicated to them . To make your contact center a great place for agents to work , you need to invest in your team .
It starts with focusing on the agent . While it ’ s important to update agents on your contact center ’ s goals and target metrics to help them maintain performance , it ’ s equally as necessary to talk to agents about their goals and what kind of environment they would like to work in .
YOU NEED TO INFORM AGENTS :
• How they benefit by being a part of your team , including pay growth and vacation days .
• What opportunities for career advancement that you offer .
• What the expectations are for raises and promotions .
• How you will support agents throughout their time at your company .
Agents want to see that they ’ re valued . And they want to know that you prioritize their career goals .
If agents see there are barriers between the call center and management , they ’ ll find another contact center or company that aligns better with their future .
“ There ’ s high turnover because the agent is not prioritized . They ’ re not invested in . Companies seldom have a road map when a new agent comes onto the organization . They don ’ t tell the agent , ‘ Here ’ s what you ’ re hired for , but these are all the other available positions . In three months , you can get trained to qualify for those .’”
— Idris Said , Director at Xtendico
4 . RECOGNIZE A JOB WELL DONE
Job satisfaction is a critical factor that can be overlooked in contact centers . Agent satisfaction depends on agents receiving positive feedback and knowing the impact of their work , especially since they can face excess negativity while interacting with frustrated or disappointed customers .
So , share success stories with your team . Highlight specific agents and their impactful contributions . Let agents know when clients praise their work . Celebrate the wins .
Although it doesn ’ t take much to vocalize your contact center ’ s successes , it affects how your employees see themselves and their work . When agents feel like they ’ re on a winning team , it motivates them to stay and see what more they can accomplish instead of seeking out a new role .
WHEN AGENTS FEEL LIKE THEY ’ RE ON A WINNING TEAM , IT MOTIVATES THEM TO STAY AND SEE WHAT MORE THEY CAN ACCOMPLISH ...
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