The call center industry is known to have one of the highest employee turnover rates. This staggering figure is as high as 40% annually. On average an agent will stay on the job for six months. It is also estimated the cost to replace an employee ranges between ,000 and ,000, according to a study by The Robert Francis Group. These costs include advertising, screening, hiring process, training, and can take anywhere from two to three months to get the agent proficient. This figure does not take into account lost revenue or customer service due to these vacant positions and on-the job training for the inexperienced agent.
That is a lot of money spent year after year. I have been in some call centers where they are just trying to fill the seats and little prescreening is done ahead of time. The thing to keep in mind is that not everyone is cut out to be on the phones all day. It takes a special person with the right skills. These employees are measured on every aspect of their day; from how many calls they handle, talk time, off the phone work, breaks, lunches and so on. The call center agent in most cases is the link between the company and the customer. This job requires people with excellent communications skills, as not all customers calling in are happy customers.
So what can be done to alleviate the revolving door syndrome? Using assessment tools prior to hiring. ExpressScripts a provider of pharmacy benefit management services has several call centers who work with patients and providers with prescriptions drugs. They employed the services of PeopleAnswers to help them figure out how to retain employees. Per a documented case history at PeopleAnswers web site, over a 12 month period the company was able to reduce their call center agent turnover by 39%.
PeopleAnswers DNA Profile analysis is quite unique. What their program does is first develop profiles of existing employees to determine the type of person that not only matches the requirements of the job position, but one that is in alignment with the culture of the organization. Prior to any interview, a candidate through an on-line portal will take the assessment. The analysis indicates if the candidate is a match for the position, strengths, weaknesses, areas for coaching, what type of career path can be expected and how well they will fit in. This is also a great development and coaching tool for existing employees.
Can the cost of a program like this be justified? Well, if you had a call center with 100 agents using conservative numbers of 20% turnover, ,000 to hire and train; the annual cost to the company is 0,000. Reducing turnover 39% or 8 people would result in a savings of 0,000, which would probably pay for this type of service. And it doesn't have to be limited to the call center. This tool can be used for every position in the organization. Imagine the impact that would have on the bottom line.
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You can read other case histories and learn more about the program at PeopleAnswers' website.
How to Find the Ideal Candidate For Your Call Center
Linda Hogan, managing partner of PTel Inc. has been in the call center industry since 1993. PTel Inc. provides a variety of products for managing call centers. PTel's call center knowledge and Centrex expertise is a valuable resource for many organizations. Linda spends a great deal of time training call center supervisor and managers understanding call center metrics and management. For more information about the company and products, visit http://www.callcenterstore.com or http://www.ptelinc.com or email linda@ptelinc.com
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