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

Programs that offer honor and prestige for top performance not only inspire employees to reach for higher goals, they help to create a positive workplace environment that attracts quality candidates.

At SWBC, a diversified financial services company headquartered in San Antonio, schedule performance is one component of a robust recognition program called “Top Performer,” which carries a great deal of status within the company. Because of the prestige that management has built around being a top performer, it’s a designation that agents active strive for. The company also has a separate recognition program that rewards agents who achieve perfect attendance with an additional bonus. Importantly, the frontline agents were the ones who defined the criteria for the program.

Practical Tips for Call CentersPractical pointer: Getting agents involved in setting the goals for attendance and removing the obstacles is an effective way to get their ongoing buy-in.