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Improving Attrition Across the Agent Lifecycle
Where do you have the most opportunity to improve as it relates
to retention?
16%
20%
31%
33%
Ongoing communications
on the floor
Ongoing training on the
floor
Onboarding & nesting
Coaching on the floor
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Synching Hiring Requirements and New Hire
TrainingIf you change hiring requirements, does new hire
training change
in accordance with the new requirements?
21%
59%
16%
4%
Always
Sometimes
Rarely
Never
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Performance Groups and Attrition
Estimate the percentage each group contributes to your
overall
attrition.
48%
33%
19%
Lowest performers
Average
performers
Highest performers
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Performance and Tenure
Please indicate the time period during which the following
groups of agents most
often leave
51%
8%
3%
36%
45%
15%
7%
40%
69%
6%
8%
13%
Lowest performers
Average performers
Highest Performers
Within the first 3 months During months 4-12 After more than 12
months Do not know
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How is Training & Communication Delivered?
Estimate the percentage each method is used to communicate
changes to processes, policies and products to your agents?
27
16
26
9
32
Classroom training
E-learning
Team huddles
Chair drops
Email
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How Often is Training Planned?
On average, how much training is scheduled per month per
agent?
27%
23%
25%
8%
8%
8%
Training is not scheduled monthly
0-1 hour
1-2 hours
2-3 hours
3-4 hours
4+ hours
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How Often Does Training Happen?
How much training do agents get per month vs how much is
scheduled?
44%
30%
13%
14%
76-100% of
scheduled
51-75% of
scheduled
26-50% of
scheduled
0-25% of
scheduled
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About the Survey
Webinar registrants solicited for online survey
Results shared during webinar
262 participants across various industries
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About Knowlagent
Knowlagent has enabled companiesaround the world to manage call
centeragents for 13 years. Hiring
Training
Communications Coaching
Easy to use on-demand software No capital expenditures
Deployable in 30 days Accessible via the Web
Enabling more companies to optimizefrontline performance faster
and moreaffordably than ever before.
For more info:[email protected]
