Call Center Agent Retention Strategies

The Resource Center for Customer Service Professionals LLC
Chicago, IL, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' By participating in this two day call center training course you will develop awareness, competence and support for improved retention throughout your organization. Agent turnover is a silent killer of call center productivity-yet it’s a solvable problem. Learn new ways to actively engage agents on all levels and build a culture of retention with long-term payoffs.

Attend this one-of-a-kind training course and learn how to:

Identify why your agents join, stay and leave
Use key metrics that will help build internal allies in your fight against turnover
Drive retention with goals and accountabilities for all leaders, including first-line supervisors
Calculate the business and financial costs of losing talented agents and quantify the value of keeping them
Assess the strengths and weaknesses of your organization’s current retention strategies
Develop retention strategies that go beyond pay, benefits and recognition programs to create a culture of competency and commitment
Build concrete plans that can be immediately implemented in your organization
Topics covered include:

Developing a new model to create a high-retention organization
True financial costs and consequences of turnover
Why people leave: job, organizational and leadership issues
Communicating urgency to your organization and recruiting support and accountability for your efforts
How to knock down barriers to achieve agent engagement and boost productivity
Exploring the critical competencies supervisors must possess to retain valued agents and how you can develop them in your leaders
Encouraging agent engagement and team involvement
How to prioritize your strategies and develop a "Retention Roadmap" with a clear execution plan
Who Should Attend
Call Center Agent Retention Strategies training course is ideal for managers, HR managers, directors and professionals who want to attract, motivate and retain top-performing employees.

...''

Phone:(708) 246-0320

School Address:

The Resource Center for Customer Service Professionals LLC
PO Box 401, Western Springs, IL 60558, USA


Jobs & Resumes: Chicago
Houses & Roommates: Chicago

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