Give Staff Opportunities to Make an Impact through Their Work 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 their work and through their […]
Spend More on Retaining Staff and Less on Hiring and Training Their Replacements 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 enough to keep most call […]
For Optimum Results Schedule Agents to Meet Projected Call Traffic 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 operational costs. From a theoretical […]