Your customer experience is only as good as your weakest agent.
With a constantly revolving door of new agents in most call centers–average attrition worldwide is 68%–that puts your business at serious risk. Especially when you consider that it takes agents anywhere from three months to a full year to become proficient in serving your customers
And, even if your retention rate is high, chances are you’re onboarding temporary agents to address seasonal volume spikes or your team is growing as you scale your business. Whatever your situation, the status quo isn’t going to cut it with today’s consumers.