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Green talent and effective leadership key to retention in contact centres - Future People - ContactCenterWorld.com Blog

Green talent and effective leadership key to retention in contact centres

Whilst the contact centre industry has done a great job of reducing staff turnover over the past years by investing in improved training and career paths, attrition continues to be a costly challenge for the industry. The estimated cost per agent starts at $20,000 which doesn’t take into account the indirect costs of lost sales opportunities, disengaged customers and impact on team morale.

Early stage attrition (in the first 90 days) usually points to gaps in the recruitment process. There is also often a spike at the 9 month point in many contact centres which represents an additional cost – the loss of knowledge that has the potential to create a ‘brain drain’ of experienced talent and future leaders.

This loss of talent at the 9 month point is usually career related and can be reduced by investing in recruiting greener talent who have a longer development journey to role mastery and are grateful for the opportunity. Our recent survey of industry exits indicated 69% were experienced in contact centre work and 53% were now seeking work outside a contact centre or not seeking work at all!

The demand for talent in the contact centre industry continues to outstrip supply. Limiting the recruitment pool to only experienced agents which holds the risk of higher turnover as these candidates have a multitude of vacancies to choose from so mobility is high and some may be at the ‘end’ of their contact centre journey.

Of course, the most powerful tool in stemming attrition is proactive development conversations between employees and their managers.

Source: http://www.futurepeople.com.au/green-talent-and-effective-leadership-key-to-retention-in-contact-centres/

Publish Date: April 22, 2015 5:00 AM


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