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A Preview of the eBook

The contact center industry is known to have a significantly high turnover rate. The average agent turnover was at 38% in 2022. That’s an increase from previous years; 35% in 2021 and 24% in 2020. The next sections in this eBook will define what you should be focused on and implementing to improve retention rates.

Before diving into retention strategies, it's important to understand why agent retention is critical. Skilled agents are the backbone of any contact center. They ensure customer satisfaction, contribute to a positive company culture, and reduce recruitment and training costs associated with high turnover. A stable workforce also leads to improved performance and customer experience, as experienced agents are typically more adept at handling complex queries and providing efficient solutions. Plus, if your agents are happy with their work environment, let’s not forget that your customers will ultimately sense the positive energy, increased empathy, and honed focus on their issues which makes a very significant impact on CX and loyalty.

1. Career Development Opportunities

Career stagnation is a common issue in contact centers. As an agents experience continues to grow, they expect to have their title grow with them. If this is not the case, they may jump ship to get the title they feel they deserve. To combat this, provide clear career paths and professional development opportunities. This might include training programs, mentorship opportunities, and a transparent promotion system.

45% of people who left their jobs said they did so because they felt like they had reached a “dead end” in their current role, and this includes contact center agents.

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Benefits

Your Goals Are Our Priority

For each project, our team focuses on the customer-facing and internal goals that are important to the business stakeholders, such as driving higher customer satisfaction and NPS scores and agent performance. Then we determine the specific technology solutions that will enable the client to achieve them, including approaches to deliver higher service levels and quality, first contact resolution, lower AHT and customer effort and other key operations metrics. As we are designing the solution, we draw on our deep knowledge of the technology, industry best practices, and building successful rollout schedules and roadmaps.

Seniors with 20+ Years of Experience

Many of our senior team members have been working with contact center technology for over 20 years, which benefits our clients in terms of better solution designs and performance. Also, we have a number of people who have worked in large and complex contact center business operations, thereby enabling them to understand the needs of each business team and deliver the best possible outcomes.

100% Focused on Genesys Cloud CX

The Star Telecom team is 100% focused on providing Genesys Cloud CX solutions, which enables us to concentrate on honing our skills to the highest possible level. We are also a Genesys Certified Gold Partner, which is the highest designation for quality.

Your Goals Are Our Priority

For each project, our team focuses on the customer-facing and internal goals that are important to the business stakeholders, such as driving higher customer satisfaction and NPS scores and agent performance. Then we determine the specific technology solutions that will enable the client to achieve them, including approaches to deliver higher service levels and quality, first contact resolution, lower AHT and customer effort and other key operations metrics. As we are designing the solution, we draw on our deep knowledge of the technology, industry best practices, and building successful rollout schedules and roadmaps.

Seniors with 20+ Years of Experience

Many of our senior team members have been working with contact center technology for over 20 years, which benefits our clients in terms of better solution designs and performance. Also, we have a number of people who have worked in large and complex contact center business operations, thereby enabling them to understand the needs of each business team and deliver the best possible outcomes.

100% Focused on Genesys Cloud CX

The Star Telecom team is 100% focused on providing Genesys Cloud CX solutions, which enables us to concentrate on honing our skills to the highest possible level. We are also a Genesys Certified Gold Partner, which is the highest designation for quality.

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