How To Reduce Turnover
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Lower Employee Turnover Costs
Industry surveys show the turnover of call center agents to be as high as 40% annually. The time and costs to replace employees is a burden and frustrating to management. Why is there such a high turnover in call centers and can it be fixed?
Many factors contribute to high agent turnover in the call center industry, such as lack of recognition, lack of career path, lack of on going coaching and training, money, boredom, hiring the wrong person, and so much more.
Can this be fixed - the answer is Yes. Using pre-hiring assessment tools to screen candidates. Assessment tools provide insight in the future of a prospective employee.
Many factors contribute to high agent turnover in the call center industry, such as lack of recognition, lack of career path, lack of on going coaching and training, money, boredom, hiring the wrong person, and so much more.
Can this be fixed - the answer is Yes. Using pre-hiring assessment tools to screen candidates. Assessment tools provide insight in the future of a prospective employee.
Don't Just Fill The Seats
Call Centers Are Not For Everyone
Studies show the average call center rep will stay in the job for about six months and the estimated cost to replace an agent is between $10,000 and $15,000 according to The Robert Francis Group Inc.
These include the costs to advertise, interview, hire, train new employees. It does not include a reduction in customer satisfaction and/or lost revenues because of the inexperienced agent.
Not everyone is cut out to work in a call center. Using assessment tools to develop profiles for hiring call center agents is a sound investment for any company. It would be more productive and less costly to find out whether the candidate is a match for the job and the company before bringing them on board. Filling empty seats with warm bodies and "hoping" they'll work out is futile. This is zero steps forward and many steps backward.
Agent Retention & Turnover By Brad Cleveland Will show you how to develop processes to retain your best agents, this book is a collection of articles filled with ideas, information and tools that will allow you to create an environment that inspires agents to stay andgrow with your organization
These include the costs to advertise, interview, hire, train new employees. It does not include a reduction in customer satisfaction and/or lost revenues because of the inexperienced agent.
Not everyone is cut out to work in a call center. Using assessment tools to develop profiles for hiring call center agents is a sound investment for any company. It would be more productive and less costly to find out whether the candidate is a match for the job and the company before bringing them on board. Filling empty seats with warm bodies and "hoping" they'll work out is futile. This is zero steps forward and many steps backward.
Agent Retention & Turnover By Brad Cleveland Will show you how to develop processes to retain your best agents, this book is a collection of articles filled with ideas, information and tools that will allow you to create an environment that inspires agents to stay andgrow with your organization
How one Company Reduced Turnover 39%
Matching Candidates to the Job and Company Culture
ExpressScripts employed the services of PeopleAnswers to work with them to develop assessment tools for all of their call centers. The result - significant reduction in employee turnover. The uniqueness of PeopleAnswers is their methodology for making assessments on behavioral attributes rather than just skills. They first develop assessments on existing employees to come up with performance profiles for ideal candidates.
Prior to an interview the candidates can take the assessment on line. By comparing each candidate's Behavioral DNA against a Performance Profile, a company will gain insight about each individual's future performance on the job. The results also indicate the type of career path the individual may be qualified for, and produces a comprehensive coaching and development program for that individual as well as existing employees.
To read the case study in its entirety, select the article titled "How ExpressScripts Reduced Agent Turnover 39%" at the Call Center Store
Prior to an interview the candidates can take the assessment on line. By comparing each candidate's Behavioral DNA against a Performance Profile, a company will gain insight about each individual's future performance on the job. The results also indicate the type of career path the individual may be qualified for, and produces a comprehensive coaching and development program for that individual as well as existing employees.
To read the case study in its entirety, select the article titled "How ExpressScripts Reduced Agent Turnover 39%" at the Call Center Store
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Ideas, news, opinions (mostly mine) of the call center industry.
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CallCenterStore
I am a partner/owner of PTel Inc.located in Northern California. The company has been in business since 1993 as a distributor of enterprise call center... more »
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