Many contact center agents do not see their job as a career. It often looks like a trampoline to something else, or maybe a good way to earn some money for a short period of time.
But if the plan is there, and if is visible, many employees will see it as an option and that belief can change.
For example, many contact centers have different levels of agent. A new agent can gain progressive responsibility and receive responsibility for getting promoted at higher levels. In other cases, the agents are actively recruited by other departments.
Whatever the case for your organization, creating opportunities for agents attracts top talent, and helps to retain them.
On the other hand, not even the strongest hiring campaign will help you keep employees if they do not receive enough training.
Insufficient training programs negatively impact the business in several ways:
Agents never have the confidence to do their job properly
Agents do not have the skills to do their job properly
Can you imagine a worse scenario than this?