Your best contact center talent just walked out the door and you didn’t even know they were there.

11/30/2020
Your best contact center talent just walked out the door and you didn’t even know they were there.

You acquired them:

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Average recruiter spends 6 seconds reviewing a resume for contact center staff.

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Were they evaluated knowing that 94% of customer engagement will be through them? Do you trust them with that responsibility?

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Of people said they have stopped doing business with a brand because of a bad experience. Will this employee represent your brand well or detract from it?

You onboarded them:

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If you aren’t providing realistic job previews and training, your turnover is higher than it could be. One contact center decreased their new hires by 10% by providing a clear view of the role during onboarding and have saved more than $1.6M in just 12 months.

Training is no longer enough! Without a coaching program, even your best talent will not succeed in your contact center environment.

Can you keep them?

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Average attrition in contact centers.

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Minimum cost to replace a contact center agent is $4,000 before training

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Without a career path for the solid performers within your contact center, they will walk out the door, leaving you with decreased customer satisfaction, decreased employer value proposition, and a dried up referral pipeline.

Sources: Decisive: How to make better choices in life and work; Chip and Dan Heath. Contact Centers Turning Ambassadors; Shoretel blog. Talent Assessment Strategy, the Key to High Volume Hiring; Jennifer Costa. Call Me! IQ; Chris Bracken.

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