A contact that has collaborated with us in the past reached out to ask how we keep our agents motivated, engaged, and avoid high turnover. I laughed and said it really was not any one thing, there are several things that we have built into our contact center culture over the years to keep the staff happy and involved which helps in combatting high turnover and has contributed to the overall longevity of the department.
In addition to pay and benefits, BOREDOM and feeling UNVALUED are huge contributors to a call center agents’ decision to leave and find something new. Diversification, learning, flexibility, balance, culture, opportunity, and play are all key components of why people stay and how long they stay. Diversification of the agent’s work is a terrific way to ensure they are not bored with work that has become routine and monotonous. This is why our agents are cross trained on 2-3 client accounts, so their time is 100% utilized and their knowledge base is diverse. The benefit to our agents is that they are always learning about new products, services or programs, the benefit to our customers is that our pay-per-use model allows them to have a premier service with an agent that is happy and focused, and only be billed for the time in the day that the agent worked on their account.
Another way in which we add dimension to the agent’s work is a hybrid work model which allows them to alternate one week in the office and one week remote. This allows them to have the team building and camaraderie built through in-person interactions AND the work life balance, reduced commute and lower expenses benefit of remote work.
The value of a Superstar agent that STAYS by far exceeds the investment management makes to put these types of initiatives in place!
ABOUT IDEA FACTOR
Idea Factor provides a full suite of marketing services including B2B lead generation (gathering qualified sales leads), surveys, data mapping, event tele-boosting, trade show follow up, in-bound and out-bound omni-channel call center services, data cleansing, list cleaning, customer retention and loyalty programs.
Our commitment to excellence in customer service has awarded us repeat business for more than 25 years, from both our global and community clients. To find out more go to https://idea-factor.com or look at our Services here.