Impact of Management Practices in Reducing Attrition in Indian Call Centre Industry
The Impact of Performance On Attrition
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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.
Transcript of The Impact of Performance On Attrition
Impact of Performance on AttritionSurvey Results
April 2008
lwimberly
Typewritten Text
Improving Attrition Across the Agent Lifecycle
Where do you have the most opportunity to improve as it relates to retention?
16%
20%
31%
33%
Ongoing communications
on the floor
Ongoing training on the
floor
Onboarding & nesting
Coaching on the f loor
Synching Hiring Requirements and New Hire
Training
If you change hiring requirements, does new hire training change
in accordance with the new requirements?
21%
59%
16%
4%
Always
Sometimes
Rarely
Never
New Hire Training Duration
How long is your new hire training class?
25%
15%
16%
26%
18%
0-2 weeks
2-3 weeks
3-4 weeks
4-6 weeks
6+ weeks
Performance Groups and Attrition
Estimate the percentage each group contributes to your overall
attrition.
48%
33%
19%
Lowest performers
Average
performers
Highest performers
Performance and Tenure
Please indicate the time period during which the following groups of agents most
often leave
51%
8%
3%
36%
45%
15%
7%
40%
69%
6%
8%
13%
Lowest performers
Average performers
Highest Performers
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?
27
16
26
9
32
Classroom training
E-learning
Team huddles
Chair drops
How Often is Training Planned?
On average, how much training is scheduled per month per agent?
27%
23%
25%
8%
8%
8%
Training is not scheduled monthly
0-1 hour
1-2 hours
2-3 hours
3-4 hours
4+ hours
How Often Does Training Happen?
How much training do agents get per month vs how much is
scheduled?
44%
30%
13%
14%
76-100% of
scheduled
51-75% of
scheduled
26-50% of
scheduled
0-25% of
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: [email protected]
