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by Mike Jones - June 27, 2011

Keeping Great Agents:  Retention Tactics
  By Mike Jones, Director of Call Center Solutions for Manpower
mike.jones@na.manpower.com
414-217-7762

Keeping great agents: retention tactics
Call center agents not only want good pay and benefits, they also want to be valued and appreciated for their work. They want to be treated fairly. To do work that is important and have advancement opportunities. They also want a chance to be involved in the company. Recognition and rewards play an important role in attracting and retaining great agents. It’s often the day-to-day interactions that make agents feel that their contributions are valued, and they’re appreciated for their work. These recognition efforts contribute to a more positive and productive call center.

Consider these key elements to employee retention:

• Pay/compensation. Compensation has long been used as a vehicle to attract, align and retain agents. The problem is that competitors can easily match pay. Pay a fair market wage that will keep agents on par with their peers in similar companies and positions. Also consider offering other motivators such as “I-made-it-through-training” bonuses and performance incentives.

• Benefits. Items like medical and dental insurance, vacation and sick pay, and tuition reimbursement are becoming standard parts of benefit packages. The benefits a company offers can make the difference between keeping an employee for six months or six years.

• Communication strategies. Breakdowns in communication are a major problem for all employees. No one likes to feel out of the loop. Make sure you have an open door policy between agents and team leads or managers. Open and honest two-way communication needs to be part of the call center’s culture.

• Work/life balance. Balance may become the most sought-after “benefit” in today’s workplace. Companies that understand agents need to achieve the right balance between work and home life will see lower turnover. Work/life balance programs allow agents time to focus on their shift while maintaining a healthy life outside of work.
These programs can and should differ by company. Ask your agents what types of balance options appeal to them. Common work/life programs include:
• Flexible work hours
• Work-from-home options
• On-site childcare
• On-site gyms/discounts to local health clubs
• Extended holidays
• Concierge services
• Job sharing

Retention by generation
Today’s workplace is a blend of four primary generations: Veterans/Traditionalists, Baby Boomers, Gen X and Gen Y. Generally speaking, the people in each generation tend to have differing ideas about what’s important in a job, how they want to work and what will keep them happy. Successful companies understand this and create recruiting and retention programs to match. Here are some of the main drivers for each generation:

FACT: In less than 20 years, roughly half of all workers in many of the world’s most populous nations will come from Gen Y – the youngest generation of employees entering the workforce.
—DELOITTE

While it’s imperative to be aware of agents’ varying needs and wants and to create some generation-specific programs, today’s businesses need to find ways to attract and keep agents, regardless of age. Those that refuse to bend may end up losing workers at both ends of the spectrum. Those that get creative can reap the rewards and please younger and older workers alike.

These generation-friendly retention strategies appeal to all ages:
• Flexible work schedules
• Part-time job options
• Flexible benefit plans – older workers may choose healthcare benefits; younger workers may choose extra vacation days
• Work-from-home possibilities
• Liberal leave policies
• Performance-based compensation
• Meaningful work