Impact of AttritionBenchmark StudyResults from August 2007 Survey
Impact of Attrition Survey Request sent to Knowlagent internal database via email Title Breakdown 251 responses Unknown 3% Other 19% Manager 38% Number of Agents VP 17.2% 18% More than 1000 33.3% Less than 100 Director 22% 11.7% 501-1000 10.6% 301-500 27.2% 101-300
Organizational Goals Please select the category that most closely matches that of the most important goals in your call center. Revenue/Sales related 15.6% Customer satisfaction related 68% of goals are 40.2% Customer loyalty related 4.5% customer satisfaction, loyalty or experience- Quality related 8.6% related. Cost related 3.3% Customer experience related 22.1% Net promoter related 0.8% Other (please specify) 4.9% Organizations Success Towards Most Important Goal Did not meet goal39% of respondents 4%were partially or Exceeded the goalcompletely 25%unsuccessful against Partially met the goaltheir highest stated 35%goal. Met the goal 36%
Ranking Challenges to Goal Achievement What are the key obstacles to achieving the goal? (all that apply) Other 14.3% Agents not the right personality fit 29.5% Agents without right skills and knowledge 41.0% Agent attrition 52.5% Organizational alignment 21.7% Other goal(s) in conflict 23.8% Not enough resources 37.7% Not enough budget 19.3% Attrition ranks the highest. Other issues addressable via hiring processes also stand out – personality and skill mismatches.
Impact of Attrition Impact of Attrition on Achieving Goals Doesn’t affect success at all 2% Major reason for lack of success Has little effect on 15% success 13% Gets in the way of success 70% Attrition significantly impacts success at 85% of companies.
Attrition Across the Agent Lifecycle 17 15 17 13 22 29 4 6 8 16 9 5 13 12 8 3 Do not track 5 14 3 17 12 >50% 19 20 31-50% 19 20 20 21-30% 18 27 11-20% 19 0-10% 21 41 36 29 26 24 13 New hire Less than 90 90 days to 1 1-3 years More than 3 Overall training days on the year years attrition floor When reporting on attrition at different stages, respondents typically reported lower numbers than what would be expected when reviewing the overall attrition percentages.
Why does attrition occur? Rank order the top 3 reasons for attrition. The agent has a poor relationship with the supervisor Other The agent does not have a clear career path for advancement Number 1 The agent does not have the right knowledge Number 2 and skills to perform the job Number 3 The agent isn’t a good personality fit for the job The job is not what the agent expected The agent leaves to make more money 0 5 10 15 20 25 30 35 40 While increasing salary is selected most often as the cause of attrition, the most highly ranked reason is related to unclear job expectations. When Number 1 and Number 2 rankings are combined, increased salary, unclear expectations and personality fit appear to be equal contributors to attrition.
Battling Attrition Rating Method Effectiveness Against Attrition Increasing salaries 13 21 35 13 2 16 Focusing on career growth opportunities 12 30 34 13 1 11 Improving/Creating mentoring programs 11 36 27 7 1 19 Implementing supervisor-agent coaching programs for 19 40 26 7 8 existing agentsIncreasing training and communications to existing agents 19 40 29 7 15 Improving new hire training and nesting 17 50 22 5 7 Using assessment tools for hiring 11 23 34 6 3 22 Very effective Effective Somewhat effective Not very effective Not effective at all Method not in use The methods most reported as effective against attrition are improving new hire training and nesting, increasing training and communications and implementing coaching programs.
Success Over the Long Haul Rate Long-Term Effectiveness Against Attrition 10% Lowered initially and 20% more since then. Have not addressed. 31% 13% Lowered and stayed Unsuccessful in at or near that level. lowering. 26% Lowered temporarily but has since increased. While 41 percent have had success lowering attrition and at least keeping it steady, 39 percent have either been unsuccessful or were unable to sustain results.
Where would the savings go? Applying Cost Savings From Lowering Attrition Apply towards the bottom line 33% Invest in highest stated goal 49% Invest in secondary goal(s) 18% Most respondents would take costs saved from attrition reduction and apply towards their most important goal.
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