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Inside Sales Attrition: Have Your Turnover Rates Gone Too Far? - RDI Corporation - ContactCenterWorld.com Blog

Inside Sales Attrition: Have Your Turnover Rates Gone Too Far?

Attrition is a naturally occurring part of any sales team — but that doesn’t mean it can’t pose a challenge. Managing an inside sales team can be quite difficult when agents are continually coming and going. Hiring new, quality salespeople, and getting them up to speed quickly, can be costly in terms of time and money. In fact, Mike Allred of TechCXO says that each sales rep that leaves a company can cost that organization anywhere “from $500k to over $1M” in departed sales, negatively impacting the whole department’s performance. It can also be tough to determine if your sales team’s attrition rate is “good” or “bad” for the company, leaving many sales leaders unable to address their attrition challenges at all.

Read on for more insight into inside sales attrition and how sales leaders can begin to solve any associated problems:  

Types of Attrition

There are many reasons — or triggers — why a salesperson might leave your company. An agent might leave on his or her own accord, or be asked to leave. Here’s a rundown of the main types of attrition:

  • Voluntary. Sales reps might leave the company voluntarily for a multitude of reasons, including feeling that their career goals are not aligned with the company’s goals, feeling that their value system is not aligned with that of the company’s or feeling that they are not being compensated adequately (See: Puneet Kataria’s commentary on Quora). If you believe your attrition rates are too high, these are some factors you can consider addressing as a company.
  • Involuntary. When a sales rep is continually underperforming or behaving in a manner that is contrary to your company culture or standards, you may need to let him or her go. Sales is very much a numbers-driven role, so you need to be sure your reps are hitting their monthly goals for your company. However, as Puneet Kataria points out on Quora, “a very common pitfall is over expectations from sales.” Make sure that you have realistic expectations about your agents’ sales numbers and that you are not letting valuable salespeople go because you expect too much.
  • Event-driven. As a company, you have the least amount of control over this type of attrition. Event-driven attrition occurs when a rep experiences a major life change, such as getting married and moving to a new city, relocating because of a spouse’s job or starting graduate school. In such cases, you may be in a position to offer an excellent salesperson a remote position or more flexible hours to allow him or her to continue working for your company.

Healthy vs. Unhealthy Attrition

As you may have guessed, rates of attrition vary widely from industry to industry, from company to company and even from year to year. However, there are some benchmarks you can use to help determine if your company has healthy or unhealthy attrition rates.

According to Kyle Heller of Openview Partners, “the standard turnover rate for inside sales professionals in technology companies is 19 percent.” At the same time, Benson Smith and Tony Rutigliano of Gallup point out the importance of examining not only how many agents are leaving your company each year, but also who those people are. For example, they explain, “if your overall turnover number is 10%, but the people heading for the exits are from the sales force’s top tier, you have a serious problem. On the other hand, if the 10% who are leaving are from the bottom end of your sales force, your turnover situation could actually improve the quality of your organization.” 

Smith and Rutigliano ultimately conclude that “the turnover goal for the top 75% of your sales force should be as close to zero as possible.” They argue that “disengagement” from the company is one of the major triggers of sales underperformance and related turnover. They explain that the “higher the engagement levels among your sales force, the lower your turnover should be.” If your sales reps are not hitting their numbers and your turnover rates seem high, it may be time to make sure that you are actively engaging your sales teams so they feel part of the company and are fully invested in your organization’s long-term success.

Addressing Your Attrition Rates

If your company has turnover that could negatively impact your overall sales performance, what can you do about it? Here are some ways any sales leader can work against attrition:

  • Invest in education and development. Starting from a new sales rep’s very first day on the job, be sure you are setting him or her up for success through continuous education and development programs.
  • Offer well-rounded compensation packages. Make sure your compensation packages are competitive and fair, so that your top performers don’t leave your company for another organization.
  • Recognize your top performers. Encourage upward mobility in your company and recognize your top performers with bonuses, promotions or additional sales territories that let them know you appreciate them.
  • Consider staff augmentation. If your inside sales team is experiencing high turnover, consider looking into staff augmentation from a contact center that is experienced in your industry and ready to work hard towards your sales goals.

Armed with this information, you can address and reduce the turnover of your inside sales teams. Once you hit that “good” attrition rate, you’ll notice a positive impact on your overall sales performance.

Source: http://blog.rdi-connect.com/inside-sales-attrition-have-your-turnover-rates-gone-too-far

Publish Date: January 9, 2016 5:00 AM


2020 Buyers Guide Outsourced Contact Center Services

Page: 12
1.) 
2P Perfect Presentation

Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:

• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
(read more)
PH: +9661151099888

2.) 
31 West Global Services

We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.
PH: 877-262-5030

3.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API...
(read more)
PH: +44 (0) 207 397 8725

4.) 
Advantage Communications

Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.

Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.

We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?

5.) 
American Help Desk

Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.
PH: 800-997-0977

6.) 
Ameridial Inc.

Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.
PH: (866) 775-4755

7.) 
Ballena Media

Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
SERVICES
-Contact Center Services
-Customer Service Support
-Sales Support
-Web Data Collection
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-Infrastructure Design
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-And More
RESPONSIVE
24/7 coverage, always finding the best solution for your business
PH: (760) 338-7057

8.) 
Bgcomm Contact Solutions

Outsourcing
Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.
PH: +1 213-660-2066

9.) 
CallNovo Contact Center

Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.

Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
(read more)

10.) 
CGS

CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
(read more)
PH: 1 (212) 408-3800

11.) 
CLCA Call Direct

Virtual Assistant Services
Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.

Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.

This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p...
(read more)
PH: 0333 600 5005

12.) 
Conectys

Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.

We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.
PH: 646-381-1599

13.) 
Connecta Center

- Prospecting, commercial appointments
- Collection
- Surveys
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PH: 5222690888

14.) 
ContactWorks

We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
• Consulting
PH: 512-220-2200

15.) 
CPM Group

Sales, Service and Support
Sales: Customer Acquisition, Lead Generation, Cross Sell, Retention, Intervention and Win-Back

Service: Care Lines, Customer Service, Product Recall and Data Breach Notification

Support: Analytics, Data Entry, Quality Assurance, Fulfilment, Receivables Management, Social Media Management and Mystery Shopping
PH: +61 3 9211 2300

16.) 
Eckoh

Contact Centre Services
Our agents can supplement your existing contact centre by providing help with taking Secure Payment, donation requests, overflow and out-of-hours calls, IVR support, Web Chat and Social Media responses. We ensure your customer card data is completely secure, thanks to our PCI DSS compliant environment.

Unified Agent Desktop solution brings together disparate solutions into one user-friendly interface. It improves efficiency and enhances both the agent and customer experience.
PH: 01442 458300

17.) 
EMS

EMS provides a complete offering of customer support services:
Inbound/Outbound Abilities
Email/Text Solutions
Interactive Voice Response (IVR)
FAQ/Knowledge Base Maintenance
Live Chat
Preemptive Chat
Web Call Back/Co-Browsing Services
Social Networking
Forum Monitoring
Foreign Languages

Methods of communication and support can vary widely for each unique program. Different goals need to be addressed with different customer support strategies. Many of our clients take advantage of multiple support strategies to provide superior service for their end-users.
PH: 800-233-8811

18.) 
Gatestone & Co.

Customer Contact Center and Business Process Outsourcing (BPO) Solutions.
Since 1978, Gatestone & Co. has been providing Customer Contact Center and Business Process Outsourcing (BPO) solutions to a variety of markets globally.

We offer fully-integrated multilingual Contact Center facilities operating 24/7 x 365, located in North America, Latin America and Asia. We have made tremendous investment in our technologies and process innovations to ensure all the right business outcomes while elevating customer satisfaction and brand loyalty.
PH: 1-800-900-4238

19.) 
InfoCision

Over nearly 4 decades, InfoCision’s passion for performance and proven results have driven an evolution to become much more than a contact center. Leverage our contact center resources, or we can help your internal center become more efficient and effective.

We are interaction experts committed to delivering superior customer experience and KPIs, while simultaneously reducing overhead, increasing return on investment, saving time, and minimizing risk. Our people and technology help your brand thrive with 24-7-365 support (phone, chat, email, text, social media monitoring etc.), Level 1 PCI compliance, and a complete, customizable suite of enhancements for internal customer care organizat...
(read more)
PH: 330-670-5817

20.) 
ITM Marketing, Inc.

Customer Engagement BPO Solutions
Our agents average 4.5 years of employment with ITM. Our clients enjoy the same agent team year after year. Ask us how we do it!

Working in a variety of industries, ITM provides inbound and outbound customer care, lead generation, lead qualification, sales and ecommerce utilizing the complete omni-channel... voice, chat, email, sms, social, IVR, bots and more.

PH: 330-878-1700
 
Page: 12



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