To improve agent retention, which method can be employed in an outsourced contact center?

Extending benefits to part-time agents is an effective strategy for improving agent retention in outsourced contact centers. By offering benefits, such as health insurance, paid time off, or retirement contributions, organizations can create a more supportive work environment. Part-time agents often do not receive the same level of benefits as full-time employees, which can lead to dissatisfaction and higher turnover rates. When part-time agents feel valued and supported through additional benefits, they are more likely to stay with the organization, increasing overall retention rates.

This approach fosters a positive workplace culture and encourages loyalty, as agents feel their contributions are recognized and rewarded through tangible benefits. This strategy is especially crucial in industries like contact centers, where employee turnover can be high and the costs associated with hiring and training new staff are significant. Creating a competitive benefits package for part-time workers aligns their interests with the organization's goals, ultimately improving retention.

Focusing on available alternatives might enhance operational efficiency or customer satisfaction, but may not directly impact agent retention as effectively as providing benefits.