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