How can we reduce call center agent turnover?

Looking for realistic tips for reducing agent turnover in a large call center.

Myra’s answer How can we reduce call center agent turnover?

Seven practices have been identified to reduce agent turnover.

  1. Turning Managers into ‘Retention Champions’
  2. Individualising the Customer Service Representative (CSR) Experience
  3. Provide Clear and Balanced Expectations
  4. Investing in CSRs/Training
  5. A Fun Place to Work
  6. Chance of Advancement
  7. Tools to do the Job

Much success to you!

One thought on “How can we reduce call center agent turnover?

  1. How about a career path? I think that many call centers ignore the growth potential in their employees.

    Management needs to set up clear programs to help advancement. Managers need to have discussions with their people on where they want to go and how to get there.

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