Thursday September 1st 2011 12am
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Staffing
Workforce
Management
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 wondering, you are if your turnover is higher than 35%) then you’ve probably considered some time-tested solutions: online assessments, job previews, enhanced training programs. But have you taken a look at your staffing mix? The proportion of agents to supervisors in your call center – or your span of control – has a direct impact on agent turnover rates, with the ability to reduce agent turnover by up to 58%.
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