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 incl...
Attrition Costs Money   Cost to hire and train new    agent = $9,800                    (Response Design)   41% of compa...
Attrition Costs More!   36% had decrease in morale   40% lost time due to training   41% experienced decreased producti...
Attrition Stats      Industry        Turnover         Starting WageHealthcare             12.3%                 $14.92Manu...
Attrition Stats     Industry         Turnover              WagesInsurance – Life       19.49%                $14.49Insuran...
Wage Can Affect Attrition3530252015                           Attrition                           Wages10 5 0
Decrease Attrition                5 Key Areas of Focus   Applicant Intake Process   On Boarding   Training   On the fl...
Applicant Intake Process                                    Reduction in AttritionStatistically Validated Screening Proces...
On Boarding   Be organized   Greet them at the door   Roll out the Red Carpet   Show culture day one   Feed them lunc...
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              ...
Supervisor Training              Types of training new Supervisors receive  NO FORMAL TRAINING                            ...
Collaboration Activity  Break into groups and   share experience on    decreasing attrition                            Sto...
Breakout Groups   Applicant Intake Process   On Boarding   Training   On the floor   Supervisor Training
Upcoming SlideShare
Loading in …5
×

Managing Agent Attrition

2,275 views

Published on

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.

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
2,275
On SlideShare
0
From Embeds
0
Number of Embeds
1,066
Actions
Shares
0
Downloads
31
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Managing Agent Attrition

  1. 1. Managing Agent Attrition Eric J Berg, CSPeberg@dohertycontact.com March 21, 2013
  2. 2. 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.
  3. 3. 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)
  4. 4. 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)
  5. 5. 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
  6. 6. 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
  7. 7. Wage Can Affect Attrition3530252015 Attrition Wages10 5 0
  8. 8. Decrease Attrition 5 Key Areas of Focus Applicant Intake Process On Boarding Training On the floor Supervisor Training
  9. 9. Applicant Intake Process Reduction in AttritionStatistically Validated Screening Process Realistic Job Preview Behavioral Interview 0% 2% 4% 6% Purdue University 12% 8% 10%
  10. 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
  11. 11. Training Be organized Have fun Be interactive Encourage feedback Change pace as needed Nesting/Shadowing
  12. 12. 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
  13. 13. 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
  14. 14. 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!
  15. 15. Breakout Groups Applicant Intake Process On Boarding Training On the floor Supervisor Training

×