The Role of Inbound Call Centres in Facilitating Access

Technology and digital solutions may promise efficiency and accuracy, but we can’t deny that customers still crave the human touch. A recent study showed that 71% of customers would much rather speak with a live agent than use self-service options.

Amid the flurry of automation, chatbots, and AI, well-trained employees are the ones who can truly elevate the customer experience.

Let’s look at the significance of call centre training programs and employee retention strategies in ensuring service quality enhancement.

Role of Employee Training in Call Centre Success

Call centre training accomplishes two things:

  1. It gives agents the knowledge and skills to solve customers’ concerns.
  2. It teaches them soft skills like empathy and effective communication to win over customers.

Every time a customer calls with a pressing issue, they want to encounter an interested and prepared agent. Encountering the alternative can tarnish the company’s reputation.

With proper training, agents can efficiently handle queries every time, resulting in a highly satisfied customer. They will learn to navigate complex situations with finesse, and turn each interaction into an opportunity to delight the customer.

How to Retain Employees

The great resignation and quiet quitting have aggravated employee turnover rates, leading to poor customer experience and high operating costs. Research shows that 47% of call centre managers feel employee attrition is their biggest problem.

The demanding nature of the job, coupled with high stress levels, often leads to employee burnout and attrition. To combat this, call centres must implement effective retention strategies that prioritize the well-being and development of their employees. Here are common effective strategies:

  1. Create a positive work culture that fosters camaraderie and support.

Employees who work in a toxic environment are often unhappy and disengaged. Create a positive culture by encouraging honest communication and an approachable management style.

  1. Recognize and reward employee achievements.

Employees are 2.7x more likely to be engaged when their contributions are recognized. Rewards can be monetary, like bonuses and gift cards, or non-monetary, such as sponsored lunches and days off.

  1. Provide opportunities for advancement.

Giving agents career development opportunities shows that you’re invested in their future and will help them align their personal goals with your company.

  1. Offer work-life balance initiatives.

Remote work is here to stay, and offering agents a flexible work schedule that includes hybrid or fully remote options will increase their job satisfaction.

  1. Invest in continuous learning and development opportunities.

Whether it’s through skills training, mentorship programs, or leadership workshops, agents will be better committed when they consistently learn something new in their jobs.

Impact on Service Quality

When you invest time in training and retention strategies, employees feel more confident and competent in their roles. This translates to smoother interactions, quicker resolutions, and happier customers.

Well-trained customer service agents possess the knowledge and skills necessary to address customer concerns promptly and effectively. This results in positive outcomes and strengthened relationships.

Furthermore, long-tenured employees develop a deeper understanding of the company’s products, processes, and values. By investing in retention programs, you ensure that tenured agents have the expertise to become trusted customer advisors.


The human touch remains a vital component of customer service. With effective employee training, you can equip staff with the skills they need to excel and foster a culture of excellence.

By implementing employee retention strategies and prioritizing employee development, you can cultivate a loyal and capable workforce that drives service quality and enhances the overall customer experience.

At On Call Centre , we deliver exceptional customer support 24 hours a day, seven days a week, 365 days a year—sometimes 366. On Call Centre has been providing tailored, fluently French/English bilingual answering services and call centre services to small business owners (professionals, trades) and customer support departments (government, high tech, property management, healthcare, emergency clients) serving Ottawa , Montreal and Toronto —and all over Canada —for almost 50 years.

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