Better pay. Empathy for agents on the part of management and HR reps. Not messing up agents' pay frequently. No forced overtime. Management that is willing to actually work with the agents to help them improve, not just send them emails with a laundry list of things to improve. Actually sitting down to help them.
Oh yeah, and they could treat agents like human beings with actual lives outside of work. There was absolutely no work/life balance.
Maybe stop treating everyone like garbage 🤷🏻♀️ Just a thought
Understand medical conditions. Stop treating employees like absolute dirt.
Treat employees as human beings, NOT dogs!!
Hire someone who is in need of a job.
Stop hiring time passers .
More of a living wage and benefits.
Keep the shifts to 8 hours per day. Higher hourly rate - perhaps after 6 months. This would encourage employees to stay.
Stop screwing you employees and give them a decent wage.
TL's need to learn how to treat their staff with respect. Chastising and disciplining them in front of everyone is unacceptable. Taking their mood swings out on the staff is also unacceptable. They have excellent knowledge but after training is finished staff become afraid to ask questions because they don't know if they will be answered or if they will be snapped at. TL's need to treat their staff with the same empathy, care and respect they expect the staff to treat the clients.
Be more flexible and understanding