The world of contact centers has transformed dramatically over the years. Once perceived as high-turnover, low-growth workplaces, today’s contact centers are embracing a paradigm shift. Today there is a greater appreciation than ever for the need for human agents to take care of customers’ more complicated and emotive queries. As the role of frontline teams is reframed in new and exciting ways, our understanding grows of the value in supporting them correctly: with systems that empower them to do their job, with good remuneration and, of course, training and development. Let’s explore why training, coaching and development really matter and how they can build a foundation for sustainable growth.
Empowering through development
Our recent research, Voice of the Agent, revealed that 75% of agents receive coaching at least monthly, and 72% find these sessions useful. These statistics underscore the importance of making training a regular, meaningful part of an agent’s journey, particularly as contact centers adopt hybrid work models where team connection and growth opportunities can sometimes falter.
Our Voice of the Agent research also highlighted that skill development and career progression are among the top motivators for agents choosing a contact center career. While financial stability often drives initial interest, agents stay because they see a pathway to grow. However, our Voice of the Agent report reveals that 62% of agents lack a clear career progression plan, and 43% are unaware of the career pathways available to them.
This gap in visibility and planning can lead to disengagement. By providing clear career pathways and aligning training with these goals, contact centers can foster a sense of purpose and progression. Training, when integrated with real-time feedback and personalized coaching, ensures that agents are not only aware of growth opportunities but also equipped to seize them.
The link between coaching and retention
Agent retention remains a critical challenge for the industry, with 39% of agents uncertain about their long-term future in the field. This uncertainty is a call to action for organizations to emphasize coaching as a retention tool. Regular one-on-one coaching sessions, currently enjoyed by nearly half of all agents, can enhance engagement and reduce turnover by making agents feel valued and supported.
Moreover, coaching contributes directly to improving performance and job satisfaction. Automated Quality Management tools are invaluable in identifying targeted training opportunities, allowing managers to provide specific, actionable feedback to agents.
Specifically, Calabrio Auto Quality Management (AQM) takes coaching and development to the next level by automating the quality assurance process. Using AI-powered analytics, AQM evaluates 100% of interactions, identifying patterns and performance trends that might otherwise be missed in manual reviews. This ensures agents receive tailored feedback based on comprehensive data, allowing managers to focus on strategic coaching rather than administrative tasks. With Calabrio AQM, contact centers can enhance consistency, pinpoint skill gaps, and foster a culture of continuous improvement, ultimately driving better customer outcomes and agent satisfaction.
The business impact of losing agents
Agent turnover doesn’t just impact morale – it carries significant financial implications. Our Voice of the Agent report notes that 46% of agents earn between £22,000 and £26,000 annually, with replacement costs for each departing agent estimated at up to 33% of their annual salary [1]. This includes the expenses of recruiting, onboarding and training new staff, alongside the loss of productivity during transitions. By investing in training and coaching to retain talent, organizations can significantly reduce these costs while maintaining consistent, high-quality customer service.
Building a training culture in hybrid environments
In the era of hybrid work, fostering a training culture requires creativity and commitment. Regular coaching sessions, virtual team-building activities and collaborative tools are just a few ways to maintain connection and morale. Technology like Workforce Management software enables flexible scheduling, ensuring that training fits seamlessly into the workday without disrupting operations. Additionally, virtual visibility tools can help replicate the benefits of in-person coaching sessions in remote environments, ensuring that agents feel connected to their teams and managers.
A path to personal and organizational growth
When organizations invest in their agents through training and coaching, the benefits extend beyond individual growth. Skilled, motivated agents deliver exceptional customer service, drive brand loyalty,and reduce operational costs by lowering turnover rates. Our Voice of the Agent report’s findings that 70% of agents would recommend their job to a friend and 64% are proud of their roles underscores the transformative impact of a growth-oriented culture.
The new role of the agent: powered by training and development
Training and coaching are not just operational imperatives; they are strategic priorities that shape the future of the contact center industry. By fostering a culture of growth through continuous learning, organizations can empower their agents, improve customer experiences, and set the stage for long-term success. It’s time to move beyond seeing training as a tick-box exercise and embrace it as a cornerstone of a thriving, resilient workforce.
To find out more about how your organization can leverage Automated Quality Management tools to help build a culture of growth in your contact center, book a custom demo of Calabrio QM today.
