A common cause of customer service new-hire turnover in contact centers
Illustration By Dan Hetteix

While many top-performing contact center agents desire opportunities for growth and development, it doesn’t necessarily mean that they’re cut out to be supervisors or coaches. Even so, in many centers promotions are still based on performance.

Putting in place a more stringent selection process for supervisors or team leads can help to identify those top performers who have the right leadership qualities. To be promoted into a leadership role at identity theft protection firm LifeLock, supervisor candidates have to undergo a rigorous hiring process that includes behavioral profiles, and multiple face-to-face interviews. Agents who take on a leadership role are then monitored for their team’s retention levels. Managers also conduct skip-level meetings with frontline agents to identify any issues new leaders might be having and to determine whether they are meeting their team’s needs.

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