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Managing Agent Attrition
 

Managing Agent Attrition

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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 ...

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.

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    Managing Agent Attrition Managing Agent Attrition Presentation Transcript

    • Managing Agent Attrition Eric J Berg, CSPeberg@dohertycontact.com March 21, 2013
    • About Your SpeakerEric Berg has been in the customer contact industry for almost 20years.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 CenterAssociation and runs the Customer Contact division of DohertyStaffing.Eric is a published author and frequent speaker on industry bestpractices, a consultant on agent retention strategies and providercustomized recruiting solutions for contact center organizations acrossthe 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 WageHealthcare 12.3% $14.92Manufacturing 13.9% $15.18Financial Services 18.68% $13.22Utility 19.49% $13.58Inbound Sales 22.09% $17.30Consumer Products 29.30% $10.82Help Desk 19.71% $17.73 BenchmarkPortal
    • Attrition Stats Industry Turnover WagesInsurance – Life 19.49% $14.49Insurance – P&C 20.9% $12.00Insurance – Health 21.08% $14.01Insurance – Other 27.29% $12.78Banking 24.60% $13.02Government 13.00% $13.50Chemical/Pharma 17.00% $15.07 BenchmarkPortal
    • Wage Can Affect Attrition3530252015 Attrition Wages10 5 0
    • Decrease Attrition 5 Key Areas of Focus Applicant Intake Process On Boarding Training On the floor Supervisor Training
    • Applicant Intake Process Reduction in AttritionStatistically Validated Screening Process Realistic Job Preview Behavioral Interview 0% 2% 4% 6% Purdue University 12% 8% 10%
    • 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 71% of agents do not Agents have a voice have authority to satisfy a customer  Policies; Technology; Process Feedback Feedback Customer Experience ManagementFeedback
    • Supervisor Training Types of training new Supervisors receive NO FORMAL TRAINING 33.30% 3rd Party Learning 13.90% Leadership Books 13.90% Training Workshops 21.20%Trained by Training Dept. 24.80% Mentored by Leaders 53.60% BenchmarkPortal
    • Collaboration Activity Break into groups and share experience on decreasing attrition Stop the LeaksCome back as a group and share ideasImplement news ideas at your center!
    • Breakout Groups Applicant Intake Process On Boarding Training On the floor Supervisor Training