7 Ways You’re Punishing Your Best Agents Right Now

Every team has a shining star, that agent that stands out from the crowd for smashing their targets, being a good team-player, and always going the extra mile – but are you guilty of taking this for granted?

To find out, our Editor – Megan Jones – spoke to our consultant and reader panels to learn more about the classic mistakes that make your best agents feel unappreciated and, worst still, leave them heading for the door.

How You Are Punishing Your Best Agents

1. Giving ALL Your Time and Attention to Struggling Agents

When you coach teams, quite often, you’ll focus your efforts on those that are struggling, and they will take up a disproportionate amount of time.

As Team Leaders, you naturally feel compelled to want to help them, but as a result, you may neglect those people who prop up the team – your trustworthy and reliable high-performing agents.

As a result, they become jaded and feel undervalued, so much so they eventually leave thinking “my efforts aren’t recognised” or “why should I pick up everyone else’s workload when I’m paid the same?”.

So next time you are planning your coaching sessions, look beyond the numbers and ask yourself if you are spending a proportionate amount of time supporting all your team and what you can do to help your top achievers too.

Contributed by: Garry Gormley, Founder of FAB Solutions

2. Undermining Their Best Efforts with Broken Headsets and Outdated Systems

Major organizational blunders, such as sudden policy changes or poorly implemented technology, can trigger mass resignations.

These large-scale errors create instability and erode trust, leading to widespread departures – and even costing you your best agents!

It’s not just the big things either! A constant drip of smaller, seemingly insignificant issues can also precipitate exits. These include things like outdated software, broken headsets, or inconsistent feedback.

Contributed by: Elaine Lee, Managing Director and Consultant, Reynolds Busby Lee Limited

3. Dragging Your Feet on Giving Them the Career Progression They Deserve

I once lost a brilliant agent who was more than ready to step up. I had them in a SME role, but they were gunning for Team Leader.

They waited patiently, but with no roles available for over 12 months, they left. If there’s no clear path for progression or opportunities for a long period of time, your best people will walk!

This also extends to what happens when one of your team applies for an internal role that they aren’t ready for yet or lack the required skills.

So, don’t just fob them off with “you were great, we just went with the other candidate”, give them clear feedback and a set of actions they need to improve for next time.

Contributed by: Alex McConville, Contact Centre Consultant and author of ‘Diary of a Call Centre Manager’

To find out what it takes to set out truly transparent and engaging career pathways, read our article: How to Define Career Paths in Your Contact Centre

4. Asking More and More AND MORE From Them…

Many times, we ask too much from our good agents! We expect their contributions to carry the load, when in fact, their contributions should be the cream on top, the bonus material.

In my experience, many good agents leave because they feel their good work is punished by us as leaders asking more from them next time. Meanwhile, they also likely see bad behaviour tolerated in others, so they think to themselves, “what’s the point”, and they slowly disengage.

As leaders it becomes paramount to include good agents more, develop them, recognize them, and use them for good. And, of course, remember to say, “thank you”!

Contributed by: Clayton Drotsky, Director of Growth Crew Ltd

5. … And Overwhelming Them with Extra-Curricular Roles and Responsibilities

Good agents often become escalation points for other team members, especially when it comes to vulnerable customers or the more challenging conversations.

They may also be given extra responsibilities such as Vulnerable Customer Champion or Mental Health First Aider, which is in addition to their current job role.

These additional responsibilities and more complex and distressing calls can take its toll on agents, leaving them feeling overwhelmed and responsible for customers and colleagues’ wellbeing and outcomes.

Without adequate training and support, agents can become disillusioned with the role and question their ability to make a difference to customers, ultimately leading to them leaving the organisation.

Contributed by: Jenna Birchall, Vulnerability Consultant at Helen Pettifer Training Ltd

6. Compromising Their Personal Goals with Rigid Scheduling and Saying “No” Too Often

Are your schedules too rigid for your agents to manage their personal life and goals?

If they have caring responsibilities for parents or children, want to go back to school to further their career, or even improve their work/ life balance volunteering at a local football club, but your inflexibility is making it difficult, they will question whether they want to work in your team anymore!

It’s rarely that hard for agents – especially your best ones – to go and find another role in the area for similar pay, so if you put people in a position where they have to make that choice, their personal life will always come first. It’s as simple as that.

Contributed by: Jeremy Hyde, Senior Director, Customer Service at Sun Country Airlines

7. Regularly Showing Favoritism Towards Other Members of the Team

If some agents are always seen to get certain privileges for being “buddies” with the leadership team, then your good, hardworking agents will notice!

This feeling will make the loyal, hardworking agents feel disengaged and look for opportunities elsewhere.

Contributed by: Sangeeta Bhatnagar, SB Global Human Capital Solutions

For top tips and advice for maintaining a perception of fairness in the contact centre, read our article: Proven Ways to Maintain Fairness in the Contact Centre

Stop Taking Your Top Performers for Granted!

Losing your best agents isn’t just a possibility, it’s a certainty if they feel undervalued, overworked, and unappreciated. The unfortunate reality is that many leaders unintentionally push their top talent away by making these critical mistakes.

The good news? Each of these pitfalls can be avoided with intentional leadership.

Your top agents don’t just keep the contact centre running – they drive its success. So, if you want to retain them, start by creating a workplace where they feel heard, valued, and empowered.

Because at the end of the day, retaining your best agents isn’t about working them harder – it’s about supporting them to reach their full potential.

Have You Been Guilty of Upsetting Your Top Talent?

Join our LinkedIn community and let us know.

If you are looking for more information on how you can retain staff and keep them happy, read these articles next:

• New Ways to Empower Agents in 2025
• How to Change Your Shift Patterns – Without Losing Your Best Agents!
• 21 Signs You Need to Better Support Your Contact Centre Teams

Reviewed by: Jo Robinson