It Takes A Total Rewards Package To Attract & Hold Top Talent
David Filwood
CEO | TeleSoft Systems | People & Process Improvement For Contact Centers
Attract more motivated & engaged Customer Service Representatives (CSRs) using a Total Rewards Package – that brings together 5 key elements of a Contact Center’s monetary & non monetary employee rewards:
The goal is to show job seekers the combined value of all these elements.
Contact Centers can use a Total Rewards Package to not only attract better quality CSRs – but also to retain them longer.
Money
Around the world – ‘How Much Will I Make?’ is the first question – and largest determining factor – job seekers consider before applying to work in a Contact Center as a CSR.
CSR compensation typically includes hourly wage / bonus / commission / shift differential pay / signing bonus / transit & tuition subsidies.
Ziprecruiter reports that the median hourly wage for CSRs in May 2025 was $17.20/Hour.
Early to late 20s single CSRs value base hourly wages above all else.
It’s ‘Show Me The Money’ for these younger single CSRs – and they’re the demographic cohort most likely to quit & ‘Job Hop’ to do the same work at another company for more money.
40% of CSRs who quit & ‘Job Hop’ are the costliest type of turnover – just out of training ‘Quick Quits’ – gone within 6 months of being hired – providing the least Return on Investment (ROI) to the company.
CSRs who quit & ‘Job Hop’ to another company for more money often take other team members with them – with 40% quitting as part of a group – along with at least one coworker.
Not paying CSRs competitively means locking your Contact Center into high rates of ‘Quick Quit’ turnover.
Benefits
Roughly 80% of CSRs are female – and two thirds are working mothers.
Health insurance is the most valued component of a benefit program for CSRs who are parents.
Employers should highlight whether all or a portion of employee health insurance premiums are paid by the company.
Employers should also spotlight premium levels for spouses / children – as well as deductible and maximum out of pocket expenses.
If your Contact Center pays an hourly wage somewhat below other employers – but covers 100% of employee insurance premiums – and has lower deductibles – then this information can help job seekers make fairer comparisons.
Customer Rage Calls are a serious risk to CSR mental / physical health – causing severe & chronic stress – high rates of medical absenteeism – substance abuse & long term depression / burnout / turnover.
These mental health issues negatively affect a CSR’s work life – and also contribute to marital & family turmoil – sobriety issues / medical / financial problems.
A growing number of Contact Center employers are introducing Employee Assistance Programs (EAPs) as a health benefit – to support workplace wellness (and to lower Mental Illness Short Term Disability claims).
An EAP is a confidential & short term counselling service for CSRs with stress / depression / substance abuse issues associated with their jobs – and they’ve been proven to help reduce mental health / sobriety issues – while enhancing overall Contact Center productivity.
CSRs put a high value on EAP mental health benefits.
Demonstrating to job seekers that your Contact Center cares about their mental health & well being should be front and center in your Total Rewards Package – along with any other wellness programs offered – such as paid or on site fitness amenities – or daycare subsidies.
Work / Life Balance
Work / Life Balance rewards are highly valued by CSRs who are parents.
After Pay & Benefits – schedule flexibility is the next thing CSRs who are parents consider when evaluating whether or not to work for a Contact Center employer.
Empowering working mother CSRs to set their own schedule preferences according to their care giving needs generates significantly higher job satisfaction.
You should also consider starting or increasing your company’s Paid Time Off (PTO) program.
PTO programs combine vacation + personal days + sick leave into one bank of paid time off.
CSRs can dip into their PTO Bank whenever they choose – no questions asked.
Unexpected childcare / eldercare responsibilities – or the inability to find backup childcare – increases stress – and the need for time off for CSRs who are parents.
PTO programs are also linked to fewer unscheduled absences – which damage workforce management calculations & productivity the most.
Demonstrating to job seekers that your Contact Center cares about Work / Life Balance with schedule flexibility and a Paid Time Off (PTO) program is a powerful component to include in your Total Rewards Package.
Career Development
Career development is often an overlooked part of a Total Rewards Package.
While early to late 20s single CSRs value base hourly wages the most – they also care a lot about the chance to develop skills that will lead to a better job in the future.
Emphasize that management views the Contact Center as a ‘Farm Team’ – where frontline workers with strong customer facing skills are developed – and from where above average CSRs are considered for Internal Promotion / Dept. Transfers.
Highlighting career development in a Total Rewards Package also attracts student job seekers – always an important Contact Center labor pool.
Tuition Assistance is a benefit that reimburses CSRs for tuition & other education expenses.
In survey after survey – more than 80% of working students cite Tuition Assistance as an important factor in their decision to apply to join a company’s Contact Center.
More than 70% of CSRs who are students rate Tuition Assistance among the best benefits offered by their employers.
Rewards & Recognition
Generally speaking – people who are a ‘Best Fit’ for a CSR position value the opportunity to work in a positive ‘Coaching Culture’ work environment – where a ‘Happy Family’ with ‘Team Spirit’ can focus on delivering Service Excellence.
Your company’s Total Rewards Package should emphasize all of the above – and how both teams & individuals are recognized for a job well done.
A Total Rewards Package Clearly Communicates To Job Seekers The Advantages Of Working For One Contact Center Employer Over Another
Imagine a Contact Center that has a base hourly wage of $18/Hour – and covers the entire cost of personal insurance premiums – offers a generous workplace wellness program – along with schedule flexibility and a Paid Time Off (PTO) program – tuition assistance – career development – rewards & recognition – all within a ‘Coaching Culture’ work environment.
Now contrast that against a competing Contact Center employer – paying ‘Top Dollar’ in the labor market at $18.75 or $19/Hour – where CSRs are responsible for a portion of their personal insurance premiums – and where there’s not much of a workplace wellness program – no schedule flexibility or Paid Time Off (PTO) program – no tuition assistance – little career development – and not much sense of a ‘Happy Family’ with ‘Team Spirit’ focusing on delivering Service Excellence.
A well crafted Total Rewards Package can turn your Contact Center into a recruiting & retention magnet.
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