Impact of Performance on Attrition
Survey Results

April 2008
Improving Attrition Across the Agent Lifecycle




                 Where do you have the most opportunity to improve as i...
Synching Hiring Requirements and New Hire
Training
     If you change hiring requirements, does new hire training change
 ...
New Hire Training Duration

              How long is your new hire training class?


                                    ...
Performance Groups and Attrition


       Estimate the percentage each group contributes to your overall
                 ...
Performance and Tenure

           Please indicate the time period during which the following groups of agents most
      ...
How is Training & Communication Delivered?

           Estimate the percentage each method is used to communicate
        ...
How Often is Training Planned?



                  On average, how much training is scheduled per month per agent?


    ...
How Often Does Training Happen?


         How much training do agents get per month vs how much is
                      ...
About the Survey

• Webinar registrants solicited for online survey
• Results shared during webinar
• 262 participants acr...
About Knowlagent
 •   Knowlagent has enabled companies
     around the world to manage call center
     agents for 13 year...
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The Impact of Performance On Attrition

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This survey sought to explore the link between performance and attrition in the call center. Data points address: attrition by tenure, continuity across agent stages, new hire training, attrition by performance level, tenure by performance level, training and communication practices.

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The Impact of Performance On Attrition

  1. 1. Impact of Performance on Attrition Survey Results April 2008
  2. 2. Improving Attrition Across the Agent Lifecycle Where do you have the most opportunity to improve as it relates to retention? 33% Coaching on the floor 31% Onboarding & nesting Ongoing training on the 20% floor Ongoing communications 16% on the floor
  3. 3. Synching Hiring Requirements and New Hire Training If you change hiring requirements, does new hire training change in accordance with the new requirements? 4% Never 16% Rarely 59% Sometimes 21% Always
  4. 4. New Hire Training Duration How long is your new hire training class? 18% 6+ weeks 26% 4-6 weeks 3-4 weeks 16% 15% 2-3 weeks 0-2 weeks 25%
  5. 5. Performance Groups and Attrition Estimate the percentage each group contributes to your overall attrition. Highest performers 19% Average 33% performers Lowest performers 48%
  6. 6. Performance and Tenure Please indicate the time period during which the following groups of agents most often leave 13% 69% Highest Performers 15% 3% 8% 40% Average performers 45% 8% 6% 7% Lowest performers 36% 51% Within the first 3 months During months 4-12 After more than 12 months Do not know
  7. 7. How is Training & Communication Delivered? Estimate the percentage each method is used to communicate changes to processes, policies and products to your agents? Email 32 Chair drops 9 Team huddles 26 E-learning 16 Classroom training 27
  8. 8. How Often is Training Planned? On average, how much training is scheduled per month per agent? 4+ hours 8% 3-4 hours 8% 2-3 hours 8% 1-2 hours 25% 0-1 hour 23% Training is not scheduled monthly 27%
  9. 9. How Often Does Training Happen? How much training do agents get per month vs how much is scheduled? 0-25% of 14% scheduled 26-50% of 13% scheduled 51-75% of 30% scheduled 76-100% of 44% scheduled
  10. 10. About the Survey • Webinar registrants solicited for online survey • Results shared during webinar • 262 participants across various industries
  11. 11. About Knowlagent • Knowlagent has enabled companies around the world to manage call center agents for 13 years. – Hiring – Training – Communications – Coaching • Easy to use on-demand software – No capital expenditures – Deployable in 30 days – Accessible via the Web – Enabling more companies to optimize frontline performance faster and more affordably than ever before. • For more info: kengle1@knowlagent.com

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