ST. Louis, MO, USA, Feb 2023 - Balto's Conversation Excellence Lab has released a new report outlining why the majority of tenured agents choose to build careers in contact centers.
The report, "Is the Contact Center a Good Career? Tenured Agents Say Yes," is on a survey of over 620 tenured agents across the United States. Respondents answered questions about job satisfaction, benefits, mentorship, promotion-seeking behavior, coaching cadence, and more.
The report also details:
How agents use their jobs to develop social skills and problem solving techniques, and build professional relationships.
Strong benefit programs to happier employees.
The positive correlation between mentorship programs and job satisfaction
How contact centers use guidance software to boost employee performance.
"We asked our respondents if they thought that the contact center was a career choice and 85.5% said yes. This is staggeringly high," said Lior Torenberg, Director of Research Content at Balto. "The truth is, contact centers provide plenty of opportunities for leadership experience, internal promotions, cross-training, and the development of core people skills like clear communication, active listening, rapport-building, and more.
Posted by Veronica Silva Cusi, news correspondent
About Balto Software Inc:
Balto understands phone conversations and tells reps what to say, live on each call.
Published: Wednesday, February 8, 2023
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