Embed Size (px)
DESCRIPTION
Contact center expert Eric Berg presents hard data about the costs of turnover on a call center business and 5 focus areas to reduce attrition, increase employee retention, and improve call center culture and morale.
Citation preview
About Your Speaker
Eric Berg has been in the customer contact industry for almost 20
years.
Eric has held numerous roles including: Director of Recruiting and Vice-
President of a 950 seat contact center operation.
Eric currently serves the board of the Midwest Contact Center
Association and runs the Customer Contact division of Doherty
Staffing.
Eric is a published author and frequent speaker on industry best
practices, a consultant on agent retention strategies and provider
customized recruiting solutions for contact center organizations across
the Midwest.
Attrition Costs Money
Cost to hire and train new
agent = $9,800 (Response Design)
41% of companies say a
bad hire cost over $25,000
25% of companies say a
bad hire cost over $50,000
(Careerbuilder)
Attrition Costs More!
36% had decrease in morale
40% lost time due to training
41% experienced decreased productivity
40% lost time due to recruiting
(CareerBuilder)
Re-work costs
Decreased customer satisfaction
Worker Overload
Considering all these factors cost of agent turnover
can be as high as $15,000 - $20,000 per agent (Call Center Insights)
Attrition Stats
Industry Turnover Starting Wage
Healthcare 12.3% $14.92
Manufacturing 13.9% $15.18
Financial Services 18.68% $13.22
Utility 19.49% $13.58
Inbound Sales 22.09% $17.30
Consumer Products 29.30% $10.82
Help Desk 19.71% $17.73
BenchmarkPortal
Attrition Stats
Industry Turnover Wages
Insurance – Life 19.49% $14.49
Insurance – P&C 20.9% $12.00
Insurance – Health 21.08% $14.01
Insurance – Other 27.29% $12.78
Banking 24.60% $13.02
Government 13.00% $13.50
Chemical/Pharma 17.00% $15.07 BenchmarkPortal
Wage Can Affect Attrition
0
5
10
15
20
25
30
35
Attrition
Wages
Decrease Attrition
Applicant Intake Process
On Boarding
Training
On the floor
Supervisor Training
5 Key Areas of Focus
Applicant Intake Process
0% 2% 4% 6% 8% 10% 12%
Behavioral Interview
Realistic Job Preview
Statistically Validated Screening Process
Reduction in Attrition
Purdue University
On Boarding
Be organized
Greet them at the door
Roll out the Red Carpet
Show culture day one
Feed them lunch
Meet the executive team
Make the first day an
experience
Training
Be organized
Have fun
Be interactive
Encourage feedback
Change pace as needed
Nesting/Shadowing
On the Floor
Knowledge tools
Authority to satisfy
Coaching
Recognize and Reward
Flexibility
Agents have a voice Policies; Technology; Process
Feedback
Feedback
Feedback
71% of agents do not
have authority to
satisfy a customer
Customer Experience Management
Supervisor Training
53.60%
24.80%
21.20%
13.90%
13.90%
33.30%
Mentored by Leaders
Trained by Training Dept.
Training Workshops
Leadership Books
3rd Party Learning
NO FORMAL TRAINING
BenchmarkPortal
Types of training new Supervisors receive
Collaboration Activity
Break into groups and
share experience on
decreasing attrition
Come back as a group and
share ideas
Implement news ideas at
your center!
Stop the Leaks
Breakout Groups
Applicant Intake Process
On Boarding
Training
On the floor
Supervisor Training
![[Area] Technology Managing Agent Contractor Contract ...assets.highways.gov.uk/specialist-information/guidance-and-best... · Technology Managing Agent Contractor Contract Service](https://img.dokumen.tips/doc/110x75/5ab7d0d87f8b9a28468c10b8/area-technology-managing-agent-contractor-contract-managing-agent-contractor.jpg)
