reducing call center attrition: 5 actionable steps
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TRANSCRIPT
About Your SpeakerEric 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.
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 costs over
$25,000
25% of companies say a bad hire costs 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 -$20,000per agent!!
Call Center Insights
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
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% $15.07BenchmarkPortal
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 Retention
5 Key Areas of Focus
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 Screening Process
Reduction in Attrition
Purdue University
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
• 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
Training
Prepare agents for success:
Training aligned to business goals
Measurement, modification and retraining
Review/Reaffirm Goals with Change
Training
Support - All learning styles
Test and retest; measure and re-measure; survey and re-survey
ModifyTest and retest; measure and
re-measure; survey and re-survey
Eliminate non-contributing factors!
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
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.
Training Workshops
Leadership Books
3rd Party Learning
NO FORMAL TRAINING
BenchmarkPortal
Types of training new Supervisors receive
Culture of Celebrations
Call Center Week = Every Week
Department Events
Goal Celebrations
Program Improvement Awards
Peer Rewards
Thank you!