A company I`ll simply call “Star” found that its best customer service agents walked out the door in an 18-24 month period, and because they were the best agents with the highest productivity, it meant they had to replace them with two to three new hires.

Star`s HR manager and Head of Customer Service piloted a program to place 20 agents, each with an average of twelve months tenure in their homes, working four days a week. They came into the Contact Centre on the the fifth day to keep them in touch.


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