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!

Published by

myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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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