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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.

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By Joel Sylvester, Chief Client Officer, Five Star Call Centers

How to Retain Call Center Employees?

Retaining call center employees, and specifically agents, isn’t an easily answer. If you’re looking for a simple, quick fix, then you’ve missed the mark. It takes planning, execution, and constant review to ensure you have a plan of action that will work to keep your agents within your company. 

Below are some of the top strategies Five Star Call Centers focuses on to help with retention and keep agents with us for not just years, but decades, or download the PDF to enjoy the links to more resources.

How to retain call center employees

About Five Star Call Centers

Five Star Calls Centers has been an industry leader in the contact center outsourcing industry for nearly 40 years. They deliver voice, email, chat, IVR, social media, and consulting services across the U.S. and are dedicated to learning and implementing state-of-the-art technology and leading-edge practices.

About the Author - Joel Sylvester

Joel’s career spans hundreds of companies and helping each enhance their customer experience. He has recruited, trained, and coached award-winning customer services teams across the globe in industries spanning retail, finance, product support, healthcare, hospitality and more. Today, Joel serves as partner and chief sales and marketing officer for Five Star Call Centers, an outsourcing call center with five locations based in the Midwest.

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