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Reducing Call Center Attrition: 5 Actionable Steps
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Reducing Call Center Attrition: 5 Actionable Steps

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  • 1. Reducing Call Center Attrition: 5 Actionable Steps Eric J Berg, CSP eberg@dohertyathome.com
  • 2. About Your Speaker Eric Berg has been in the customer contact industry for over 20 years. Eric has held numerous roles including: Director of Contact Center 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 Solutions and At Home Agent Outsourcing divisions of Doherty. Eric is a published author and dynamic speaker on industry best practices, a consultant on agent retention strategies and provider of customized outsourcing and recruiting solutions for contact center organizations across the United States.
  • 3. Contact Center Pipeline
  • 4. Attrition Costs Money  Cost to hire and train a new agent = $9,800 (Response Design) 41% of companies say a bad hire costs over $25,000 25% of companies say a bad hire costs over $50,000(CareerBuilder)
  • 5. 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
  • 6. 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
  • 7. 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
  • 8. Wage Can Affect Attrition 0 5 10 15 20 25 30 35 Attrition Wages
  • 9. Decrease Attrition Through Culture Change  Applicant Intake Process  Onboarding  Training  On the Floor  Culture of Retention 5 Key Areas of Focus
  • 10. Applicant Intake Process What are my goals? GoalsFCR AHT CSAT Sales Research Scripted KBase
  • 11. Applicant Intake Process What personalities and behaviors do I need?
  • 12. Applicant Intake Process 0% 2% 4% 6% 8% 10% 12% Behavioral Interview Realistic Job Preview Statistically Validated Screening Process Reduction in Attrition Purdue University
  • 13. Applicant Intake Process Process Flow Purdue University
  • 14. Onboarding Social Media affects retention and recruiting
  • 15. Onboarding • 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
  • 16. Training • Be organized • Have fun • Be interactive • Encourage feedback • Change pace, as needed • Nesting/Shadowing
  • 17. Training Prepare agents for success:  Training aligned to business goals  Measurement, modification and retraining  Review/Reaffirm Goals with Change
  • 18. Training  Support - All learning styles Test and retest; measure and re-measure; survey and re-survey Modify Test and retest; measure and re-measure; survey and re-survey  Eliminate non-contributing factors!
  • 19. On the Floor • Knowledge tools • Authority to satisfy • Coaching • Recognize and Reward 71% of agents do not have authority to satisfy a customer Customer Experience Management
  • 20. On the Floor • Flexibility • Agents have a voice • Policies - Technology - Process • Feedback, Feedback, Feedback
  • 21. Culture – 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
  • 22. Culture of Celebrations  Call Center Week = Every Week  Department Events  Goal Celebrations  Program Improvement Awards  Peer Rewards
  • 23. Thank you!