0-90 Day Call Center Attrition Benchmarks
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0-90 Day Attrition Survey January 2008
How do you sell the candidate on the company?
Other (please specify) We are not in a competitive call center hiring market.
10%
13%
28%
Our web site sells the company
Our online hiring process sells the company
Other agents and supervisors sell the company
19%
37%
Recruiters sell the company
Recruiters are key to selling the candidate for 67%.
67%
When do candidates preview the job?
41%
Candidates do not preview the job
37%
Before an offer
19%
Before a live interview
Before a phone interview
3%
41% do not incorporate job previews into hiring process.
How do candidates preview the job? 10%
Other (please specify) They experience a simulation that includes application navigation and phone call They listen to a recorded call
9% 2% 37%
They talk to recruiter or hiring manager They talk to experienced agents or supervisors
8% 22%
They sit with an agent or supervisor on the floor We do not let candidates preview the job
12%
Recruiters and hiring managers are responsible for accurately portraying the job for more than a third.
How do candidates first learn critical aspects of the job?
9%
Other (please specify)
They learn them during new hire training They review them online as a part of the screening process They talk with agents and/or supervisors
Recruiters tell them
27%
6%
8%
50%
While half leave critical job aspects to recruiters, more than a quarter leave the communication until after hiring.
Where does most early attrition occur?
Other (please specify)
2% 6%
After a new agent reaches full proficiency Once agents are on the floor, but less than fully proficient
54% 10%
During nesting
7%
At the end of new hire training
19%
During new hire training Before new hire training
2%
The majority of respondents experience the most attrition after they have invested fully in training but before the agent is proficient.
How long does it take to reach proficiency?
24%
6+ months
38%
4-6 months
28%
2-4 months
1-2 months
10%
90% have learning curves longer than 2 months. Almost a quarter invest more than 6 months in getting agents up to speed.
About the Survey • Webinar registrants solicited for online survey • Results shared during webinar • 1067 participants across industries
About Knowlagent •
Knowlagent has enabled companies around the world to manage call center agents for 13 years. – – – –
•
Easy to use on-demand software – – – –
•
Hiring Training Communications Coaching
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]
How do you sell the candidate on the company?
Other (please specify) We are not in a competitive call center hiring market.
10%
13%
28%
Our web site sells the company
Our online hiring process sells the company
Other agents and supervisors sell the company
19%
37%
Recruiters sell the company
Recruiters are key to selling the candidate for 67%.
67%
When do candidates preview the job?
41%
Candidates do not preview the job
37%
Before an offer
19%
Before a live interview
Before a phone interview
3%
41% do not incorporate job previews into hiring process.
How do candidates preview the job? 10%
Other (please specify) They experience a simulation that includes application navigation and phone call They listen to a recorded call
9% 2% 37%
They talk to recruiter or hiring manager They talk to experienced agents or supervisors
8% 22%
They sit with an agent or supervisor on the floor We do not let candidates preview the job
12%
Recruiters and hiring managers are responsible for accurately portraying the job for more than a third.
How do candidates first learn critical aspects of the job?
9%
Other (please specify)
They learn them during new hire training They review them online as a part of the screening process They talk with agents and/or supervisors
Recruiters tell them
27%
6%
8%
50%
While half leave critical job aspects to recruiters, more than a quarter leave the communication until after hiring.
Where does most early attrition occur?
Other (please specify)
2% 6%
After a new agent reaches full proficiency Once agents are on the floor, but less than fully proficient
54% 10%
During nesting
7%
At the end of new hire training
19%
During new hire training Before new hire training
2%
The majority of respondents experience the most attrition after they have invested fully in training but before the agent is proficient.
How long does it take to reach proficiency?
24%
6+ months
38%
4-6 months
28%
2-4 months
1-2 months
10%
90% have learning curves longer than 2 months. Almost a quarter invest more than 6 months in getting agents up to speed.
About the Survey • Webinar registrants solicited for online survey • Results shared during webinar • 1067 participants across industries
About Knowlagent •
Knowlagent has enabled companies around the world to manage call center agents for 13 years. – – – –
•
Easy to use on-demand software – – – –
•
Hiring Training Communications Coaching
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]
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