When Call Center Talent Is Not Enough

So much has been written about hiring the right talent for the job.

Certainly this is a critical step toward accomplishing your business objectives.

But, if the company culture doesn’t support high performance, our research shows that your top talent will languish, underperform, and eventually leave. Additionally if your business or call center strategy is unclear, your people will fight for resources, play politics, and get caught-up in the urgent instead of the important.

This is especially true in Contact Centers which traditionally have a high turnover rate.

Beyond the cost of losing and then replacing and training new employees, there are huge opportunity costs. Research shows that just a 5% increase in customer loyalty can reap from 25% to 85% in profits. Could there be a better incentive?

As a Contact Center Leader, it is up to you to create the culture and environment that will nurture and stimulate high performance.

So before you look to make a talent move in your call center, we recommend that you make sure that you have a clear strategy and an aligned culture to set you up for immediate success and longer-term health.