Category: Call Center Agents

Call center agents, sometimes called call center associates, are the backbone of the call center industry. Recruiting and retaining the right agent for your business or client is key to providing great customer service. Without the right hiring plan, your business may find you have a short employment length and low retention rate for agents.

Today’s agent does much more than answer phone calls. They reply to customer emails, texts, and chats. They perform social media monitoring and reply to customers needs, including additional resources. Agents are also in intrigue part of up-selling and closing tickets for technical needs your customers need addressed. Finding the right agent has never been more important.

The key to better hiring success and retention rates is to build the right hiring plan for your business needs. Within our resources, you can find information and news on supporting call center agents in the workplace, including recruiting and retention tips and insights. 

2022 State of Customer Service – The People

In 2022, the customer service industry is set to see a rise in expectations from consumers ready to put the global pandemic, and its effects, far behind them. Paired together with the struggle to find enough employees to meet job vacancies and growth, the industry should be preparing for a rocky year. For companies willing to adapt, and quickly, this could be a pivotal year. In our series on the 2022 state of customer service, we focus on four key elements driving customer care: The industry, our people, work-from-home, and technology. Today, we focus on our people.

Top 10 Retention Strategies for Call Center Agents

When the right retention strategies are used, agents are happy to come to work at call centers.

It’s no secret in the call center industry that a top priority is retaining call center agents. Turnover is notoriously high at 30 to 40%. And, when turnover is this high, every agent, every employee matters. Our approach to retention and employee satisfaction matters.