Give Staff Opportunities to Make an Impact through Their Work By Peter Lyle DeHaan, Ph.D. We’ve been considering five strategies to retain call center staff. The first four are through agent compensation, agent benefits, learning situations, and growth potential. Now we’ll address the fifth one. It’s showing staff how they can make a difference in […]
Tag: agent management
Spend More on Retaining Staff and Less on Hiring and Training Their Replacements By Peter Lyle DeHaan, Ph.D. We’ve looked at five tips to better retain call center staff. Agent compensation is first on most people’s list. However, it might not be the most important item, merely the one most cited. Pay rate alone isn’t […]
For Optimum Results Schedule Agents to Meet Projected Call Traffic By Peter Lyle DeHaan, PhD Call centers rely on people—that is, agents—to meet the needs of callers. This requires developing an ideal agent schedule. Having too many agents results in idle time, with staff on the clock but without enough work to do. This bloats […]