TurnOver in Call Centers
The staff turnover is one of the biggest problems that call center managers face today. It has a huge impact on the costs and the quality of service.
The rate of turnover differs by area of the country, employment factors in a specific region or city, and by industry. There is a lower turnover in more specialized, higher level jobs and in union environments. Turnover rate is much higher in routine, order-taking positions or in outbound telemarketing where burnout is high.
The average turnover rate for the call center industry as a whole range between 30 and 45 percent (Exploring Call Center Turnover Numbers by Penny Reynolds, The Call Center School).
The causes for voluntary turnover are:
A study examined more than 200 centers to identify key factors in low-turnover centers (5% or less) compared to high-turnover call centers (45% or higher). There have been identified seven key attributes differentiating high- and low-turnover centers (LIMRA, The Low-Turnover Call Center)
Thus, the work environment of low-turnover call centers is defined by:
Learn More About:
•Some common call center solutions such as ACD, predictive dialers, scripting software, computer
•How to decrease turnover rates?
•The cost of employee turnover
Stan Billue releases his classic Sales Training Series in MP3 Format
June 09, 2009 by Stan Billue
Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”
Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers
June 04, 2009
Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software.
SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (http://www.contactual.com/pr), the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. (http://www.pipkins.com/) a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.