Meanwhile, high agent turnover
is another obstacle.
Consider daily operational metrics--such as talk time, first-contact resolution and tier-2 escalations--and be sure to factor in performance metrics, such as customer satisfaction, agent morale, agent turnover
and time to competency for new hires.
At the same time, agent turnover
rates are high at about 40 percent per year, which could leave some companies onboarding up to half of their total pool of agents each year.
With effective planning and development of effective quality assurance models, we strive to improve customer satisfaction, increase average order value, lower average handle time and agent turnover
, meet regulatory and compliance requirements, increase agent productivity through sensible planning, improve the overall processes, convert sales and seek out new opportunities for sales, and ultimately reduce defects and errors.
The benefits achieved include cent percent compliance with SLA adherence, increased profitability, reduced operating costs, reduced agent turnover
rates and maximization of agent productivity.
Without a critical knowledge management and access strategy, contact center costs and agent turnover
rise, customer satisfaction plummets, and customers jump ship for the competition.
A powerful reason for providing these tools is the high cost of agent turnover
to the business as a whole.
Due to a strategy of cost containment and an expectation of high agent turnover
, many contact centers are still in the minimalist mode.
As a side benefit, Pitney Bowes says that it has been able to reduce costs related to agent turnover
It is becoming increasingly critical for companies to turn to the work-at-home model to attract and retain quality agents while combating the continual rise in fuel costs and high agent turnover
Overall, the stress levels in our contact center have been greatly reduced, so much so that it's helped reduce agent turnover
for the first time ever.
Especially within insurers that experience high agent turnover
, there are vast pools of customers who no longer are served by the agents who initiated their accounts--in some cases, up to 30% of the total customer base.