Reducing Call Center
Attrition:
5 Actionable Steps
Eric J Berg, CSP
eberg@dohertyathome.com
About Your Speaker
Eric Berg has been in the customer contact industry for
over 20 years.
Eric has held numerous roles inc...
Contact Center Pipeline
Attrition Costs Money
 Cost to hire and train a new agent =
$9,800 (Response Design)
41% of companies say
a bad hire cos...
Attrition Costs More!
 36% had decrease in morale
 40% lost time due to training
 41% experienced decreased productivit...
Attrition Stats
Industry Turnover Starting Wage
Healthcare 12.3% $14.92
Manufacturing 13.9% $15.18
Financial Services 18.6...
Attrition Stats
Industry Turnover Wages
Insurance – Life 19.49% $14.49
Insurance – P&C 20.9% $12.00
Insurance – Health 21....
Wage Can Affect Attrition
0
5
10
15
20
25
30
35
Attrition
Wages
Decrease Attrition
Through Culture Change
 Applicant Intake Process
 Onboarding
 Training
 On the Floor
 Culture of R...
Applicant Intake Process
What are my goals?
GoalsFCR
AHT
CSAT
Sales
Research
Scripted
KBase
Applicant Intake Process
What personalities and behaviors do I need?
Applicant Intake Process
0% 2% 4% 6% 8% 10% 12%
Behavioral Interview
Realistic Job Preview
Statistically Validated Screeni...
Applicant Intake Process
Process Flow
Purdue University
Onboarding
Social Media affects retention and recruiting
Onboarding
• Be organized
• Greet them at the door
• Roll out the red carpet
• Show culture day one
• Feed them lunch
• Me...
Training
• Be organized
• Have fun
• Be interactive
• Encourage feedback
• Change pace, as needed
• Nesting/Shadowing
Training
Prepare agents for success:
 Training aligned to business goals
 Measurement, modification and retraining
 Rev...
Training
 Support - All learning styles
Test and retest; measure and
re-measure; survey and re-survey
Modify
Test and ret...
On the Floor
• Knowledge tools
• Authority to satisfy
• Coaching
• Recognize and Reward
71%
of agents do not
have authorit...
On the Floor
• Flexibility
• Agents have a voice
• Policies - Technology - Process
• Feedback, Feedback, Feedback
Culture – Supervisor Training
53.60%
24.80%
21.20%
13.90%
13.90%
33.30%
Mentored by Leaders
Trained by Training Dept.
Trai...
Culture of Celebrations
 Call Center Week = Every Week
 Department Events
 Goal Celebrations
 Program Improvement
Awar...
Thank
you!
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Reducing Call Center Attrition: 5 Actionable Steps

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Reducing Call Center Attrition: 5 Actionable Steps

  1. 1. Reducing Call Center Attrition: 5 Actionable Steps Eric J Berg, CSP eberg@dohertyathome.com
  2. 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. 3. Contact Center Pipeline
  4. 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. 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. 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. 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. 8. Wage Can Affect Attrition 0 5 10 15 20 25 30 35 Attrition Wages
  9. 9. Decrease Attrition Through Culture Change  Applicant Intake Process  Onboarding  Training  On the Floor  Culture of Retention 5 Key Areas of Focus
  10. 10. Applicant Intake Process What are my goals? GoalsFCR AHT CSAT Sales Research Scripted KBase
  11. 11. Applicant Intake Process What personalities and behaviors do I need?
  12. 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. 13. Applicant Intake Process Process Flow Purdue University
  14. 14. Onboarding Social Media affects retention and recruiting
  15. 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. 16. Training • Be organized • Have fun • Be interactive • Encourage feedback • Change pace, as needed • Nesting/Shadowing
  17. 17. Training Prepare agents for success:  Training aligned to business goals  Measurement, modification and retraining  Review/Reaffirm Goals with Change
  18. 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. 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. 20. On the Floor • Flexibility • Agents have a voice • Policies - Technology - Process • Feedback, Feedback, Feedback
  21. 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. 22. Culture of Celebrations  Call Center Week = Every Week  Department Events  Goal Celebrations  Program Improvement Awards  Peer Rewards
  23. 23. Thank you!
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