Just like any business, not all people are going to be comfortable talking about medical issues, but they may be highly skilled in the education sector. What that does mean, however, is that you need to seek out agents that are comfortable in the role that you have envisioned for them. That fact can lead to some problems, but often unsolvable ones unless you are willing to downsize your business to only incorporate one industry. If you have ever worked in a large contact center, you know that there can be various industries having all of their calls directed there. However, the comparison is rarely that easy. It is often too easy to say that a recruitment team should do more to hire the right people, with the proper credentials for the role. OK, the title of this is leading us straight into the trap of the myth that selection and retention practices are the primary issues. Let’s take a look through some of the most prominent reasons for high attrition rates, and see if we can highlight some ways to change it for the better. We will go into this a little more in a moment.įurthermore, if you try to rush people into a position that they are not ready for, even if the role suits them, they will find it challenging to adapt and will eventually leave. The truth is, if you have employees in any role that does not suit them, they will leave, and you will need to replace them. The main issue with call centers, though, is that it is all too easy to say that people leave because of poor working conditions and blame it on call centers as a whole. However, the difficult part is knowing how to change them. There are very few industries and businesses across the world that wouldn’t want to change their attrition rate. Therefore, you are looking at a total cost of $340,000 to $510,000 to hire and train them to the standard required to replace the leavers. Using the example above, if you had 68 leavers in one year, you would need to replace them all, too. While the cost of replacing those employees will differ a lot depending on the processes and training expenses etc., the average cost is between $5,000 and $7,500 per new employee. However, as we have already pointed out, working out the numbers is a lot more simple than trying to improve them.įurthermore, knowing that leavers are one of the highest costs to contact centers is one of the most significant driving forces that make us want to change that. Of course, the number of employees will change over some time, so it is often easier to use an average number.įor example, if you had an average of 300 employees over time, and you had 68 of them leave, this would be your calculation: Is it a pretty easy formula to work out, even if changing it is not so simple?Īttrition percentage = Total number of leavers ÷ number of employees x 100 The first thing that you need to know is how to calculate your attrition rate. There is often a lot more to the numbers than meets the eye. While the rate at which people leave call centers, no matter the size of the center, averages around 32.6%, it is unfair to leave the statistic there and then try to fix it. However, not all industries receive the same attention for their attrition rate as call and contact centers do. People have better job offers they move house to a different location they want a change in career direction, etc. The fact is, however, that attrition is a problem for every company in every industry worldwide. FebruWhat are Call Center Attrition Turnover Rates & Benchmarks in 2022?Ĭall center attrition is a widely recognized issue that, unfortunately, causes a lot of issues for the company.
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