Today, this series concludes with a look at a practical way to slow the cycle of attrition and improve overall ‘fit’ between employees and centers of employment. No matter which of the factors of competition, role equity, recruitment, workplace environment, job design or leadership are primarily responsible for attrition growth, there are effective, industry-proven approaches to ensure that healthy inputs (i.e. - people) move to deliver healthy outputs (i.e. - performance and culture).
One of the primary ways of addressing the impact of these factors begins with well-validated assessments.
Of course, general assessments are not a panacea. But when deployed appropriately with a ongoing review and underpinned by sufficient insight, they can deliver incredible results. For contact centers considering assessments in the fight against attrition, here are four key approach factors to keep in mind.
Learn How to Understand and Dramatically Reduce Attrition
When selection systems are built using well-validated assessments with proper supporting data, companies can more effectively match candidates to the right jobs. Pairing this with effective monitoring, calibration and feedback mechanisms will drive the improvement gains that centers need to maintain competitiveness and grow the quality and performance of employees. Ultimately, this takes the pressure of the top of the funnel activities and allows companies to investment in culture-enhancements and retention programs to build long term advantages.
What do you think? Leave a comment, and make sure you check out the rest of our series on Reducing Attrition!
Publish Date: February 6, 2018 5:00 AM
|1.)||Lieber & Associates|
Technology Consulting Services
Lieber & Associates provides consulting services to select, contract for, test, implement, and optimize workforce management systems. It's technology consultants have worked with all major systems and many smaller ones. Counsel is informed by several decades of WFM experience.
Agyletime Cloud Workforce Management
Agyletime is an enterprise grade true Cloud WFM and t is channel agnostic .
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Noble ShiftTrack WFM
Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
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Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.
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