Latest Contact Center Best Practices

Feb 24

3 Tips for More Effective Agent Coaching in Your Contact Center

Posted by Rachel Brink on Feb 24, 2016 8:46:07 AM

According to Contact Center Pipeline’s recent survey, the biggest challenge for today’s contact centers is high attrition rates—something that should come as no surprise when considering the average call center faces an average annual turnover rate of nearly 33%. And when asked what conditions must be present to create satisfied employees, 67% of contact center managers said relevant and sufficient training (Jabra). In fact, 41% of employees plan to leave those organizations with a training score of “poor”, as opposed to just 12% from those with a training score of “good”. So what are a few ways call centers can more effectively train and coach their employees to create a happier work environment and reduce attrition rates? Consider the following:

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Topics: call center, contact center, contact center solution, agent training, agent coaching

Feb 26

3 Tips to Effectively Train your Call Center’s Agents

Posted by Rachel Brink on Feb 26, 2015 11:47:43 AM
Costing roughly $5,800 annually, employee acquisition and development is one of the more expensive and time-consuming line items on any company balance sheet. As it relates specifically to the call center space, an industry that has long been associated with extremely high employee turnover rates and low employee engagement, many managers have increasingly sought to mitigate the impact of low employee retention by enhancing the quality of their training programs. And with just a moderate 2% increase in employee productivity generally covering the entire cost of any training initiative, it’s hard to argue against the investment.
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Topics: contact center software, call center software, best business practices, virtual assist, agent productivity, agent retention, agent training, agent turnover, business intelligence, gamification, employee turnover, employee engagement, agent attrition, agent coaching

Nov 11

How to Improve Employee Retention in your Call Center

Posted by Rachel Brink on Nov 11, 2014 8:59:00 AM

Agent retention has long been a challenge for contact centers.  With annual turnover rates averaging 35% across all call centers, 50% in larger call centers, and 60% in those performing outbound dialing campaigns, the issue is hard to ignore.  Factor in additional agent turnover costs, ranging anywhere between 60-200% of an employee’s salary, and the issue becomes downright painful.   

Not convinced?  Consider a 1,000-seat contact center with a 60% employee turnover rate spends approximately $2.4MM in turnover costs.  Factor in the additional affect on employee morale, the ongoing loss in intellectual property, and the long-term affect on customer service and the cost significantly grows beyond the immediate operational expenses. Regardless of if you are just getting started or represent a large enterprise, agent retention is nothing to ignore. 

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Topics: customer service, call center, contact center, employee retention, first call resolution, virtual assist, employee recognition, call routing, kpis, workforce flexibility, agent retention, agent training, database management integrations, agent turnover, scripting solutions, at-home agents