Your call center is perfectly staffed to obtain the same results in 2020 that you obtained in 2019. Depending on who you ask, call centers have an average turnover rate of between 30 and 45 percent. If each replacement costs about $5000 to reach the same level of production as the person who terminated, your bottom-line is bleeding substantial profits.
Using talent management metrics like turnover rates, absenteeism rates, and average tenure, we help you create a call center talent management system that becomes more powerful and more precise the longer you use it. Job satisfaction surveys and employee engagement surveys will help you retain your call center employees. Join Dr. Neil Clark for a one-hour webinar to learn how you can increase your production and retention at the same time!
The Pareto Principle, named after economist Vilfredo Pareto, specifies that 80 percent of consequences (Production) come from 20 percent of the causes (Top Performers). This webinar will show you how to get 80% of your call center staff working at this clearly defined high performer level. This webinar discusses:
When: The second Tuesday of each month
Using high performer models developed by a study of your current top performers (top 20%) we can show you how to systematically replace your low performers (bottom 20%) until you have reversed the 80 / 20 rule. An 80 / 20 Rule reversal means that 80% of your call center sales staff meets your original high performance criteria.