Attrition And Fit In The Call Center
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The Impact of Fit on Attrition Findings from survey in November 2007
About the Survey In November 2007, Knowlagent invited 535 registrants to a webinar on fit and attrition to participate in a survey on the topic. 128 completed the survey
Functional Areas of Respondents
Other, 21% HR, 34% Training, 7%
Call Center, 39%
Agent-Reported Reasons for Leaving
What are the top 3 reasons agents give for leaving? 9%
Not prepared to do the job
15%
Bad relationship with supervisor
39%
No opportunity for advancement
43%
Other
48%
The job is not what was expected
52%
Not the job for me (bad fit)
63%
To make more money 0%
10%
20%
30%
40%
50%
60%
70%
There are causes for attrition at all stages of the agent lifecycle, but bad fit and incorrect job expectations have the most potential to be addressed through improved hiring practices.
Approach to Fit
Which approach to fit for the job do you use?
I don't know our approach to fit.
We identify non-fits.
We look for the best overall fit.
10%
16%
73%
Most hiring processes are geared to find the best fit as opposed to identifying non-fits.
Determining Fit How do you assess fit?
Testing
Interviews
30%
70%
The majority of hiring processes rely heavily on screening for fit via interviews.
What makes a bad fit? Have you identified the top 2-3 things that make agents a bad fit?
No
34%
Yes
Most respondents can name why agents fail.
66%
Bad fits happen to good centers Do you ever hire agents that you know are a bad fit but do so because your hiring needs are so great?
No
Yes
75%
25%
The demands of hiring for the call center sometimes drive recruiters to knowingly hire bad fits.
How Assessments Are Used We use hiring assessments to inform coaching or nesting plans
5%
We use hiring assessments to adjust training for new hires
5%
We do not use hiring assessments and don’t plan to in the future We plan to use hiring assessments in the future We use hiring assessments to determine attrition risk We use hiring assessments to determine personality fit We use hiring assessments to determine if an agent has the right skills
13%
19%
20%
44%
67%
68% use hiring assessments, but only one in five use them to assess attrition risk.
Who Owns Attrition in the Call Center? Who is accountable for improving attrition?
3%
Call center management 3% 2%
3%
Different groups at different stages
5%
Business unit 7%
Call center operations 44% Call center HR
9% Corporate HR No one Don’t know 25%
Other
Call center management has the ball in 44% of the organizations. Within the 25% who answered different groups at different stages, HR, training and the call center typically share the ownership, depending on when the agent leaves.
The prioritization of attrition What statements apply to attrition at your organization?
None of the above
We have funding to improve attrition
We have a timeframe for attrition improvement
We have assigned a team to work on attrition
27%
8%
25%
30%
We have a management directive to improve attrition
Two thirds of companies responded that management has issued a directive to fix attrition.
66%
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]
About the Survey In November 2007, Knowlagent invited 535 registrants to a webinar on fit and attrition to participate in a survey on the topic. 128 completed the survey
Functional Areas of Respondents
Other, 21% HR, 34% Training, 7%
Call Center, 39%
Agent-Reported Reasons for Leaving
What are the top 3 reasons agents give for leaving? 9%
Not prepared to do the job
15%
Bad relationship with supervisor
39%
No opportunity for advancement
43%
Other
48%
The job is not what was expected
52%
Not the job for me (bad fit)
63%
To make more money 0%
10%
20%
30%
40%
50%
60%
70%
There are causes for attrition at all stages of the agent lifecycle, but bad fit and incorrect job expectations have the most potential to be addressed through improved hiring practices.
Approach to Fit
Which approach to fit for the job do you use?
I don't know our approach to fit.
We identify non-fits.
We look for the best overall fit.
10%
16%
73%
Most hiring processes are geared to find the best fit as opposed to identifying non-fits.
Determining Fit How do you assess fit?
Testing
Interviews
30%
70%
The majority of hiring processes rely heavily on screening for fit via interviews.
What makes a bad fit? Have you identified the top 2-3 things that make agents a bad fit?
No
34%
Yes
Most respondents can name why agents fail.
66%
Bad fits happen to good centers Do you ever hire agents that you know are a bad fit but do so because your hiring needs are so great?
No
Yes
75%
25%
The demands of hiring for the call center sometimes drive recruiters to knowingly hire bad fits.
How Assessments Are Used We use hiring assessments to inform coaching or nesting plans
5%
We use hiring assessments to adjust training for new hires
5%
We do not use hiring assessments and don’t plan to in the future We plan to use hiring assessments in the future We use hiring assessments to determine attrition risk We use hiring assessments to determine personality fit We use hiring assessments to determine if an agent has the right skills
13%
19%
20%
44%
67%
68% use hiring assessments, but only one in five use them to assess attrition risk.
Who Owns Attrition in the Call Center? Who is accountable for improving attrition?
3%
Call center management 3% 2%
3%
Different groups at different stages
5%
Business unit 7%
Call center operations 44% Call center HR
9% Corporate HR No one Don’t know 25%
Other
Call center management has the ball in 44% of the organizations. Within the 25% who answered different groups at different stages, HR, training and the call center typically share the ownership, depending on when the agent leaves.
The prioritization of attrition What statements apply to attrition at your organization?
None of the above
We have funding to improve attrition
We have a timeframe for attrition improvement
We have assigned a team to work on attrition
27%
8%
25%
30%
We have a management directive to improve attrition
Two thirds of companies responded that management has issued a directive to fix attrition.
66%
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]
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