OFFERING CLEAR PATHS FOR CAREER PROGRESSION AND GROWTH WITHIN THE CALL CENTER ORGANIZATION CAN MOTIVATE AGENTS TO STAY AND INVEST IN THEIR DEVELOPMENT .
A well-designed onboarding program facilitates cultural integration and alignment , connecting new agents to the organization and its values , which can contribute to long-term retention .
Such a program also includes buddy systems or assigning mentors to new agents . This provides them with a support structure , a go-to person for guidance , and a resource for addressing questions or concerns . Having a mentor or buddy helps new agents navigate the organization , build relationships , and feel supported : increasing their likelihood of staying with the organization .
High-quality onboarding sets a positive tone for new agents ' overall experience , which can significantly impact their decision to stay with the organization . When new agents feel valued , supported , and equipped to succeed , it reduces the occurrence of early attrition and turnover and contributes to long-term retention .
3 . PROVIDE ONGOING OPPORTUNITIES TO LEARN AND GROW
Continuous learning plays a significant role in reducing contact center agent attrition . Agents with access to ongoing learning and development opportunities feel valued , engaged , and more equipped to handle their responsibilities .
A study by ICMI found that 71 % of contact center professionals believed that ongoing training and development opportunities contribute to higher job satisfaction . At the same time , a LinkedIn Workplace Learning Report stated that 94 % of employees would stay at a company longer if it invested in their career development .
Even though career progression may be limited , agents continue learning and growing . Offering ongoing training and development programs beyond new hire training can contribute to an agent ' s sense of purpose and long-term career prospects , thereby reducing attrition .
Offering clear paths for career progression and growth within the call center organization can motivate agents to stay and invest in their development . While the opportunities for upward mobility may be limited , career paths that show a progression to different queues , mentoring new agents , or cross-training on support functions offer the variety of tasks and skills evolution that many agents appreciate .
AGENT ATTRITION
4 . EXPRESS APPRECIATION
Contact centers are renowned for running contests and employee recognition programs . While these typical incentive programs are great for driving desired behaviors , they do little to inspire loyalty .
And while they are based on the multitude of metrics and KPIs available to measure an agent ' s success quantitatively , they do little to acknowledge the average agent who simply does a good job .
Internal employee surveys consistently show that employees who feel valued and appreciated are more likely to remain loyal to the organization . These surveys often reveal a positive correlation between expressions of appreciation and employees ' willingness to stay or leave .
This illustrates the significant impact a simple “ thank you ” for a job well done can have on an agent ' s sense of personal worth and highlights the value of knowing and recognizing people as individuals .
OFFERING CLEAR PATHS FOR CAREER PROGRESSION AND GROWTH WITHIN THE CALL CENTER ORGANIZATION CAN MOTIVATE AGENTS TO STAY AND INVEST IN THEIR DEVELOPMENT .
CONCLUSION
As important as technology is to the success of many contact centers , agents often deal with customer inquiries , concerns , and complex issues that require empathy , understanding , and personalized communication that only they can provide . When it matters most , customers value human engagement as it provides reassurance and a sense of reliability .
In 2020 , the Quality Assurance and Training Connection ( QATC ) reported that organizations with high employee engagement and retention rates experience 10 % higher customer satisfaction scores .
Organizations can only enhance call center performance and achieve long-term success by retaining the right contact center agents .
People , after all , matter .
Sharon Oatway is the President & Chief Experience Officer at VereQuest and a skilled business executive , entrepreneur , consultant , speaker , and author . VereQuest provides customizable e-learning designed specifically for contact centers , outsourced quality assurance , QA tools , coaching , and consultative support for contact centers of all sizes .
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