Having their best agents poached by other departments is a common refrain from contact center operators. These center leaders do not have any issue with upward mobility of their staff, in fact they likely support it as it offers the opportunity for advancement within the organization which can be a motivating factor.
No, the reason for the lament is simple math. New staff cannot perform at the same level as experienced staff. We all know intuitively that it takes time and attention for new staff fresh from their onboarding to mature into competent agents. Heck, when an agent graduates from training they are about as poor a performer as you will find. They are barely adequate to perform the role, and this is a far cry from the competent staff we are asking them to replace. It will take time, training, coaching and support to assist the adequate agent to complete the journey to competent.
“Competent” we would define as the point where agents are independent, require little support, perform well in all metrics.
There is a cost to the center to replace an experienced agent with a newbie who
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