Call Center Agent Retention Strategies: Fighting Agent Turnover
On-site presentation only. Please call (708) 246-0320 for details
Dates, Locations and Registration


By participating in this two day call center training course you will develop awareness, competence and support for improved retention throughout your organization. Agent turnover is a silent killer of call center productivity-yet it's a solvable problem. Learn new ways to actively engage agents on all levels and build a culture of retention with long-term payoffs.

Attend this one-of-a-kind training course and learn how to:

  • Identify why your agents join, stay and leave
  • Use key metrics that will help build internal allies in your fight against turnover
  • Drive retention with goals and accountabilities for all leaders, including first-line supervisors
  • Calculate the business and financial costs of losing talented agents and quantify the value of keeping them
  • Assess the strengths and weaknesses of your organization's current retention strategies
  • Develop retention strategies that go beyond pay, benefits and recognition programs to create a culture of competency and commitment
  • Build concrete plans that can be immediately implemented in your organization

Topics covered include:

  • Developing a new model to create a high-retention organization
  • True financial costs and consequences of turnover
  • Why people leave: job, organizational and leadership issues
  • Communicating urgency to your organization and recruiting support and accountability for your efforts
  • How to knock down barriers to achieve agent engagement and boost productivity
  • Exploring the critical competencies supervisors must possess to retain valued agents and how you can develop them in your leaders
  • Encouraging agent engagement and team involvement
  • How to prioritize your strategies and develop a "Retention Roadmap" with a clear execution plan

Who Should Attend
Call Center Agent Retention Strategies training course is ideal for managers, HR managers, directors and professionals who want to attract, motivate and retain top-performing employees.


Course Introduction

  • Defining "the best and the brightest"
  • HR's Role in Employee Retention
  • Putting Retention Into Context: The Talent Management Equation
  • Knowledge Assessment: Identifying Your Current Approach to Retention
  • A New Model For Developing High Retention Organizations
  • Why Conventional Retention Strategies Don't Work

The Urgent Need for Retention

  • Recognize the Trends That Indicate a Looming "Retention Crisis"
  • Calculate the Cost of Agent Turnover in Your Organization
  • Distinguish the Key Differences Between the Reasons People Join Organizations and the Reasons People Leave
  • Develop a Plan for Communicating the Urgent Need for Retention to the Leaders of Your Organization
  • Examine the Long-Term Benefits of Retaining Top Talent
  • Discover the Risks and Opportunities That Contribute to the "Zone of Retention"

Moving from Turnover to Retention

  • Set a Goal for Reducing Turnover and Enlist Your Organizational Leadership in Achieving That Goal
  • Identify and Address the Organizational Issues That Contribute to Turnover in Your Organization
  • Benchmark Best Practices for Addressing the Job Issues That Contribute to Turnover
  • Examine How to Strengthen Your Existing Leadership Initiatives Toward Improved Retention
  • Recognize the Competencies Leaders Must Demonstrate to Retain Talent

Moving to Retention and Engagement

  • Identify the Barriers That Prevent an Organization from Achieving High Retention and Engagement
  • Consider Goals for Increasing Engagement in the Organization and Enlist Your Leadership in Achieving That Goal
  • Examine the Ten Leadership Competencies That Contribute to Retention and Engagement
  • Determine How to Incorporate Leadership Retention-Engagement Competencies as Part of a Leadership Initiative
  • Educate and Involve Team Members in Organizational Retention Strategies
  • Practice Engaging in a Peer-to-Peer Retention Conversation


  • Retention and Engagement Strategies and Tactics
  • Integrate the Communication Plan Messages You Have Been Developing
  • Develop a Retention-Engagement Plan and
  • Communicate Your Retention Strategy in a Way That Motivates Your Organizational Leadership to Support It

Registration Fees
This course is delivered on-site only. To register, please call (708) 246-0320

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Payment is due prior to the seminar.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $500.  Or, you may transfer your registration to another member of your company at no additional charge.  Registrants canceling within fourteen days of the seminar will receive credit, less administrative fees of $500, toward any other Resource Center seminar.

In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date.  Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.  As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

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Last modified May 23, 2007