Last week, I had a meeting with one of our new clients and he was really interested in learning how we managed to have such a high staff retention rate.
He commented that with his previous contact centre, he had the feeling that new agents were included on his team every couple of month. So he needed to check continuously the performance of the team and train new agents.
Call Management attrition level for the last 12 month has been less than 5%. The staff engagement techniques that we are currently using are as follow:
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