Attracting And Retaining the Best CX Talent
Clients say their #1 pain point is finding and keeping great agents. That’s because high turnover is the bane of contact centers in an industry notorious for transitory workforces.
Addressing the Pain Points
The constant churn and burn hurts morale, reduces CX quality and cuts into the bottom line. All three take away from the business.
Rampant Turnover
Agent attrition ranges from 30% to 45%, according to multiple industry sources.
Revolving-Door Agents
Recurring Expense
Ensuring Measurable Value
As a top-rated outsourcer, Working Solutions invests in the long term, applying best-practice processes for clients and nurturing a caring culture of compassionate agents.
This attracts and retains top talent and ensures measurable value for clients. Here’s how we do it.
We create an on-demand
workforce in a client’s image. Service and sales reps personify the brands they represent—and are often customers themselves.
Agents are the best because
we are selective upfront, hiring less than 10% for specific client programs. Hard and soft skills, personality traits and remote-work aptitude are evaluated.
College-degreed educators
immerse agents in the client’s customers and offerings through the virtual classroom. Instruction can last a few hours, days or several weeks.
Well-schooled in the
client’s business, reps receive on-the-job development through strategic agent learning techniques (SALT). This education reinforces earlier instruction.
On the Vyne,
our virtual workforce community, agent performance is assessed and improved. There, client teams exchange ideas, solve problems and form bonds that last years.
Working Solutions’
average agent tenure runs about three years. Five-year anniversaries are common. Milestones of 10 and 15 years occur yearly. And there are even 20-year agents.
Working Solutions invests in client success for the long term. And that commitment manifests itself throughout the life of client program with ongoing development of the best agents.