Employee Retention & Development
Retaining talent within a contact center can be a massive boon to the quality and consistency of your customer service. A good agent’s ability to maximize their emotional intelligence opens the door to the opportunity to strengthen your relationship with your customers.
The Challenge
A contact center for an online retailer is faced with high agent turnover and is seeing an unhappy agent team. Management is not sure of pain points amongst their team and are hemorrhaging their high-performing talent. They want to improve morale and make sure their contact center is healthy.
How we solve the problem
By utilizing ARC’s Employee Satisfaction program surveys, the contact center management can solicit feedback from their team members anonymously and truthfully. These insights help management better understand how to improve their team’s morale and performance in the workplace.
From there, providing their team with the tools they need to make their job easier is the path forward. ARC’s Individual Coaching programs, when combined with omnichannel marketing analysis, can equip agents with a robust toolkit that empowers them to feel confident in every call.