Don’t Forget About Tax Credits for Hiring Call Center Agents

Updated: January 11, 2011

After 5.6% growth in Agent headcount for 2010 - and with growth again projected in Agent headcount for 2011 - the economic recovery is beginning to be felt in the Call Center Industry. While turnover rates are still at all-time lows - employers shouldn't be fooled into thinking this represents how their Agents feel about their Contact Center as a desirable place to work. Employees tend to hunker down during economic downturns - and just hold on to their jobs - even if they are unhappy or a poor job fit. And don't kid yourself - many of them are. After freezes, reductions, cutbacks and the like - job satisfaction in many Call Centers is nothing to brag about.

This recession has forced many frustrated, disappointed and unmotivated Call Center Agents to stay put. This trend in Call Center Turnover is not a new one and is consistent with past recessions. Just as in past recessions - when job opportunities become more prevalent - employees will go running for greener pastures - and employers could be left with a lot of empty workstations. It also tends to be the top performing Agents that jump ship first - leaving you with the "loyal" workers - who tend to be your average or below-average performers.

Featured Research
  • How to Scale a Contact Center in 2017

    Are you on the fence about scaling your contact center and not sure how or whether or not now is the time? Studies have shown that 93% of executives expect that contact volume will remain constant or increase within the next two years. This means that now more than ever is the time to begin scaling and we are here to help. more

  • Best States for U.S. Based Contact Centers

    Are you planning on building out a contact center? One of the first questions that must be answered is just where you want to have it located and this is no easy decision. Luckily for you, we've gone ahead and created a must-have download Best States for U.S. Based Contact Centers to help guide you in this decision-making process. Don't finalize your plans without it! more

  • eBook: Keeping Pace With The Modern Customer

    Your customers’ expectations are higher than ever. The millennial generation demands ease, speed and consistency, no matter how they choose to connect with companies. Instead of facing the problem head-on, companies have tried to adapt their aging software by simply bolting on new channels (and software) as needed. As with any “Frankenstein” approach, the resulting contact center becomes a slow-moving monster, full of disjointed parts. It’s time to dismantle the monster—tool by tool, process by process—to find out exactly what is holding the contact center back. more

  • eBook: Engage With Customers in an Ultra-Connected Era

    Your customers are ultra-connected. Make sure you are as well. Finding new customers and maintaining relationships with those you already have takes time and effort. When your customers are ready to engage, are you meeting them where they are? As the world becomes more digital it’s vital for all businesses to be able to communicate with customers whenever and wherever the customer wants - be that via phone call, SMS, online chat, or social media. more

  • Frost & Sullivan: Are You Delivering Exceptional Customer Experience?

    Small and mid-sized businesses are in a unique position and have an advantage in customer experience compared with their larger competitors. Read this report from Frost & Sullivan to learn how to leverage this advantage. more