How to retain and motivate call centre agents

How to retain and motivate call centre agents

Keywords: Training agencies, Working conditions, Training needs,Employee attitudes, Attitude surveys

Pay scales have relatively little effect on a call centre agent's decision to stay or leave their job, according to a recent study. Higher in an agent's priority are a caring company culture and high quality training, says Retaining and Motivating Call Centre Agents, released by leading UK training organization, Call Centre College.

The study goes on to reveal that the location of the centre and initiatives,such as team building events, play a less important part in retaining an agent's services.

Retaining and Motivating Call Centre Agents is the UK's largest and most comprehensive survey of agent opinions and attitudes to their working environment. More than 160 respondents were interviewed, representing a wide range of call centres from all the major industry sectors. One of the surprising findings was that less than 7 per cent of respondents mentioned pay levels as a factor in staying at their post.

The survey identified four distinctive groups, each displaying a common career outlook:

• 1.

  The careerist (28 per cent of respondents) wanted long-term prospects and valued promotion and training opportunities.

• 2.

  The passer through (22 per cent of respondents) looked for short-term contracts, together with a competitive pay structure and effective training.

• 3.

  The foot soldier (30 per cent of respondents) required long-term commitment and strong leadership.

• 4.

  The bill payer (20 per cent of respondents) was motivated by financial need.

"Call centre managers are very aware of the high cost of losing experienced staff and yet evidence about what motivates and keeps agents is at best localized and anecdotal", said Call Centre College sales and marketing director,Fiona Hills. "For the first time, we now have an in-depth study which identifies that the majority of people working in the industry fall into one of four groups. By recognizing and addressing their particular needs, managers can ensure recruitment and retention policies are more correctly targeted and deliver better results".

The survey also highlighted the success enjoyed by the service, leisure and insurance sectors in retaining agents - with significantly lower attrition rates than the industry average.

Copies of the survey are available for £299.00 plus VAT from Call Centre College, BUPA House, 42-48 High Road, South Woodford, London E18 2TN. Tel: 0181 262 0199; fax: 0181 262 0123; e-mail: info@callcentrecollege.com