eBrief: Six Reasons to Focus on Reducing Attrition

70% of call center operating costs are accounted for by HR. Beyond salaries, attrition costs, including recruitment and training, can have a large affect on the bottom line.

 
 

70% of call center operating costs are accounted for by HR. Beyond salaries, attrition costs, including recruitment and training, can have a large affect on the bottom line. But attrition has other side affects. This list, from ContactBabel, points to the human element of call centers.

•Increased recruitment and training costs

•Decreases average agent competency as there are more ‘learners’

•Decrease quality of customer experience

•Adverse affect on contact center stats, including first-time resolution, call length, service level

•Depresses morale of remaining staff

•Inexperienced staff are more likely to miss cross-selling opportunities

•Increased pressure on team leaders and experienced agents

Mitigating attrition doesn't require vast resources. Evaluate the credit union's hiring practices: Do your desired qualifications lead to an agent who may be more likely to leave? Also consider assigning new agents mentors, in addition to standard training. Finally, if an agent is just not working out, recognize that keeping the agent may limit the call center's ability to move forward on training new agents and deliver quality member service.

 

 

 

April 16, 2010


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