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    Impact of Performance On Attrition Survey

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    lwimberly
    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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    Impact of Performance On Attrition Survey

    Uploaded by

    lwimberly
    120 views11 pages
    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.

    Original Title

    Impact of Performance on Attrition Survey

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    © Attribution Non-Commercial (BY-NC)

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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.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    120 views11 pages

    Impact of Performance On Attrition Survey

    Uploaded by

    lwimberly
    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.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 11

    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 it relates to retention?

    33%
    Coaching on the floor

    31%
    Onboarding & nesting

    Ongoing training on the 20%


    floor

    Ongoing communications 16%


    on the floor
    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
    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%


    Performance Groups and Attrition

    Estimate the percentage each group contributes to your overall


    attrition.

    Highest performers 19%

    Average
    33%
    performers

    Lowest performers 48%


    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
    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
    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%


    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
    About the Survey

    • Webinar registrants solicited for online survey


    • Results shared during webinar
    • 262 participants across various industries
    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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