Why Your Best Contact Center Agents Leave – and How You Can Keep Them | Workforce Management Blog

Information how you need it.

Interested? Monet offers exceptional videos that allow you to explore how we can help, at your own pace. Click below to select from a wide variety of quick, informative and self-paced videos that you can watch right now.

Watch a Demo

Quick, informative and self-paced videos you can watch right now.

Watch Now

No, thanks. Keep Reading.

Why Your Best Contact Center Agents Leave – and How You Can Keep Them

Posted: by: Chuck Ciarlo

Some resignations are easier to accept than others. When it’s the agent who always takes the last donut just before you can get to the refrigerator, you can live with that. When it’s one of your top-performing veteran agents, it’s a much bigger cause for concern. 

Unfortunately, sometimes it seems like the under-performers are always there, while the superstars are always looking for a way out. If you’re faced with that type of situation, here are two reasons for why it may be happening, and how you may be able to keep your most valued employees. 

1. Good Agents Have Other Options

The agent that can turn angry callers into satisfied ones and upsell a $10 order into a $50 purchase can get a job at almost any contact center – including those that pay more than you do. If you want to keep them, make sure they know their achievements have been noticed, and reward them accordingly. Better still, put them on a management track if they have the qualifications, and give them more responsibilities (with commensurate compensation). You can start by having them train new agents on the techniques that have made them successful.

2. Burnout

Talking to different customers with different problems for hours on end is a tough job. You can’t change the callers, but you can perhaps change the contact center environment to one that is more supportive, where you build stronger relationships between managers and agents, and do what is necessary to keep agents happy in an often challenging occupation. Listen to them, even if they just need to vent for five minutes. 

An added benefit to these measures is how it tends to attract even more quality agents, who will take note of the positive workplace vibe from their first visit, and perhaps even hear from your current agents about your center being a great place to work.  But if it isn’t, they’ll probably hear that, too. 



Learn more

Comments are closed

A More Efficient Call Center in One Minute?

These are just some of the real-world benefits experienced after implementing Monet WFM software.

Watch Video