Citing challenges such as low compensation, high stress and repetitive job tasks, today’s contact center agents remain in their jobs for only about three-and-a half years.
Traditionally, the contact center industry has been plagued by high absenteeism and high staff attrition. Contact centers should develop strong policies with regard to staff retention, absenteeism and career development as the severity of these problems begins to dawn on the industry, we should expect to see determination to tackle these issues head-on.
These are some thoughts on cultivating and retaining key talent:
• Flexible schedules –By offering well-managed part-time options, contact centers can attract a wider variety of potential staff members.
• Diversified career options – By offering training programs in how to respond using multiple channels, contact centers can help agents hone their skill sets, while offering them a wider variety of tasks and increased opportunities for career advancement.
• Incentive programs –. By tying monetary incentives to skill diversification, contact centers can achieve greater levels of staff satisfaction.
• Close communication –Keeping agents informed of executive decisions is an important mechanism for boosting employee morale.
It is essential that everyone involved in a contact center’s day-to-day operations be well-versed in what value it delivers and how it does so – and in what detracts from that value. Contact centers should strive to keep agents abreast of key developments and to make their career paths more exciting. Having top-notch, productive agents who are better equipped to deal with and anticipate customer needs translates into having more satisfied customers.
4 comments:
base from my experience, management keep agents informed on imporatnt information, for instance promotion going on...
agents got stressed up when management does not inform agents the latest happening and when customer calls in, agents not able to answer and customer will gets annoyed.
Communication would be key to the success of any contact center agent. Without this, they would fail to deliver no matter how much training is provided.
agree with ernie...communication is important to anything. the message and info of important things must come across to the agents. even in marriage communication is no.1 important thing.
Management should come out with a few plan or strategies on how to retain the contat center agents. Because different individual have different needs & motivation factor.
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