All sales/call centers have good and bad agents, it’s the nature of the business. It’s how you are measuring what is good for your company, and what isn’t, that will enable you to minimize inefficiencies and maximize revenue. Focusing on and expanding upon what is working, and fixing or replacing what isn’t working as efficiently as it needs to be, are the keys every successful business focuses on.

In the last few years, so many norms have been flipped upside down and along with technological advancements the world of call centers, and of work in general, has forever changed. The rise of remote work and hybrid work has brought with it a new challenge in the call center world: Quiet Quitting.

Call center agents are the backbone of customer service, but they often face a number of challenges that can affect their job performance and overall well-being. Here are some of the top problems that call center agents have to contend with:

Businesses often focus their attention on bringing in new clients, which makes sense. New customers mean more money which generally makes people happy. What is often overlooked, and is a big mistake, is making sure that they keep a strong relationship with their current customers.