How to boost employee competency and customer satisfaction without busting the budget

By Panviva | Mar 17, 2010

When most managers think about improving call center retention, they think of using rewards and recognition to keep people engaged in their work. But suppose we were to begin with the following assumption: Call center turnover will always be higher than you want, no matter what you do.

Imagine that you run a busy call center with 30% annual agent turnover. Now imagine that you just hired ten agents. You can safely assume that each new agent will last on average about two years. And that may include weeks of training for each agent! Plus, there’s ongoing training to keep them up-to-date. You tried rewards and incentives; you improved your candidate screening process to boost retention. Each helped a little at first. But retention seems to have reached a plateau. Considering that sobering fact, if you can’t get your agents to stay any longer, your best bet is to get them productive sooner.

This paper discusses how performance support systems accelerate the productivity and efficiency of call center personnel faster than ever – from day one – while simultaneously improving sales and service levels and keeping customers happy.

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