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The best way to retain agents and reduce turnover is to ensure employee satisfaction. We find out how three call centers achieve these results.
Call centers are getting creative when it comes to their staffing and retention strategies. Who can blame them? Turnover has always been the bane of every manager's existence and companies' dwindling resources are only amplifying the problem.
As workforces shrink, reps bear the burden of more and more responsibilities than ever before. Agents might cope with theses circumstances temporarily but as the market recovers and jobs open up, you can bet that your most talented reps will probably be the first ones out the door.
One common theme we heard from the following centers we profile is the value of fun. During difficult times, incentives and recreational activities have a major impact on agents' morale. When faced with a tight budget, it might seem reasonable to cut back on these events, as it is difficult to measure their direct impact on the bottom line. However, a recent poll conducted by LIMRA International might make you reconsider.
Through a study of 14 centers, LIMRA discovered that for the group of agents that responded that they were "very satisfied" in their jobs, 95% stayed on the job one year or longer. However, of the group of reps who rated themselves as "dissatisfied," only 45% lasted a year or less.
MasterCard is an example of a company that takes advantage of opportunities to keep reps motivated and interested. The company offers a host of incentives such as awards, gift certificates and employee appreciation days. By creating an environment of fun, MasterCard also fosters a sense of community. And when agents have a positive attitude, customers know it.
But it is not all about fun; many other factors, such as training, are also integral parts of a retention strategy. Agents need to be prepared to handle any customer issue that might arise. They should also feel empowered to make real-time decisions about what is best for the customer. Without the proper training or freedom to deviate from scripts, agents get frustrated by not being able to adequately satisfy customers' needs.
MasterCard tailors its training program so agents have enough time to get comfortable...