All posts tagged Attrition
6 Keys to Effective Call Center Talent Management
In a new article in the MIT Sloan Management Review, Gunter Stahl suggests that top performing companies adhere to a set of talent management principals that guide how they acquire new talent and manage the talent they already have. After …
Using Recruitment Process Outsourcing to Reduce Cost Per Hire
Cost per Hire is a critical metric to monitor for any human resources professional. In the call center environment, due to large hiring volumes, seasonal hiring campaigns, and
Call Center Turnover Problem? Check Your “Span of Control”
Many call centers struggle against high agent turnover, a problem that strains recruiters and threatens customer relationships. If you are one of those call centers (and if you’re
How Employee Turnover Destroys Shareholder Value
Every day, call center professionals across the world wake up and face a never-ending battle with employee turnover. With annual rates hovering around 70% globally, it is a
What We Can Learn from Footie: 3 Lessons for Call Centers
The Economist recently published an article on the success of Barça, the Catalan soccer (football, or footie, to those outside of the U.S.!) team. Interestingly, one of the key
5 Steps to Overcome “Survivor Syndrome”: Managing Employee Productivity in the Wake of Layoffs & Restructuring
The recent AOL layoffs in the US and India have prompted a renewed interest in how to effectively handle a workforce reduction. But an equally – if not
The True Cost of Attrition
Call Center Attrition has long been recognized as a leading worry of call center management. But, even with the focus on attrition, many managers do not understand the
