Attrition

Posted on May 07, 2019 in Agent Experience • Best Practices • Call Center Assessment • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Performance • Call centre consulting • Contact Center • Contact center consulting • Contact Centre Ops • Employee Engagement • People management • retention • Turnover

Tags: #callcenter• #callcentre• #contactcenter• #contactcentre• #custexp• #Cx• AHT• Attrition• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Management• Contact Center Strategy• hours of operation• human resources• Leadership• Operational Management• work hours

By Colin Taylor I asked a client recently how they had determined their contact center hours of operation. After a long pause they replied “I don’t know.” Many organizations don’t think too much about their hours of operations, or HOOPs; they are just a fact of life. The contact center is staffed during this window […]

Posted on August 05, 2015 in Call Center Management • Call Center Performance • Contact Centre Ops • Customer Experience • Customer Satisfaction • retention • Technology

Tags: #callcenter• #contactcenter• #custexp• #custserv• #Cx• Attrition• CSAT• NPS

In this guest post Tenacity CEO Ron Davis outlines Tenacity, sets out how Social Physics can change the dynamics in your contact center resulting in healthier, happier and more connected agents. What is more it can reduce attrition, and increase Customer Satisfaction and NPS scores. Introduction: Tenacity is an employee engagement application for contact centers, […]

Posted on January 17, 2013 in Call Center Management • Contact Centre Ops • Training • Turnover

Tags: #callcenter• #cctr• #custserv• Attrition• Call Center Consulting• Contact Center Management• Contact Center Strategy• Operational Management• Training

By: John Cockerill Everyone talks about training, the need for it, and the value of it: for you personally, professionally and for the corporation or organization. From the line staff, agents, supervisors, and managers all say they want and need more training. However, almost without exception, there is a limited understanding about what should be […]

Posted on September 05, 2012 in Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Customer Experience • Employee Engagement • Outbound • People management • Strategy • The Taylor Reach Group • Turnover

Tags: #cctr• #custserv• Agent• Attrition• Colin Taylor• Contact Center Management• Contact Center Strategy• extrovert• Introvert• Operational Management• Strategy• Training

By: Colin Taylor There has been a prevailing wisdom that extroverts make better call center agents for telemarketing or outbound calling. After all they have outgoing personalities, they are more easily motivated and get a rush from success. I have worked with many centers where despite this of the forgoing being true, extroverts don’t perform […]

Posted on April 04, 2012 in Call Center Management • Contact Centre Ops • Employee Engagement • Facts and Figures • People management • retention • Turnover

Tags: #custserv• Attrition• Contact Center Management• Operational Management

The following statistics are food for thought when we consider the real costs of turnover in our organization. Halogen Software shared the following information “The cost of losing good talent is particularly acute and one of the most direct calculations that demonstrates the impact of poor talent management. • HCI research shows that at a […]

Posted on December 14, 2011 in Call Center Assessment • Call Center Management • Contact Centre Ops • Employee Engagement • People management • retention • rewards/recognition • Turnover

Tags: Attrition• Colin Taylor• Contact Center Management• Contact Center Strategy• contest• incentive• Leadership• Operational Management• recognition• rewards• Taylor Reach Group

Closing the Revolving Door – Part 2 By: Colin Taylor So how do we build an enduring structure in our call center that will support engagement, motivation and allow us to deploy aligned reward/recognition programs that succeed in meeting the objectives of the center and the business? But what happens if we can design an […]

Posted on July 28, 2011 in Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Employee Engagement • News

Tags: Attrition• Call Center Consulting• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Taylor Reach Group

Here is an interesting story of using massages, dinners and beverages to boost morale and keep call center agents engaged. Stressed Christchurch staff get shoulder massages Hard worked Christchurch City Council customer service staff are receiving free shoulder massages every 10 days to boost morale. Call volume at the council’s contact centre has doubled since […]

Posted on July 26, 2011 in AHT • ASA • Call Center Assessment • Call Center Audit • Call Center Consulting • Call Center DIY • Call Center Management • Call Center Tools • Call centre consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • FCR • Forecasting- WFM • Newsletters • Occupancy • People management • Quality • Research • Strategy • Technology • Telecommunications • The Taylor Reach Group • Turnover

Tags: AHT• ASA• Attrition• Call Center Assessment• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Strategy• Costs• Customer Service Consulting• FCR• Leadership• Operational Management• service level• Snapshotz• Strategy• Taylor Reach Group• Telefloral

Floral distributor executive wins Snapshotz call centre audit draw The winner of a draw held in Toronto for free usage of the Snapshotz call centre audit tool is Amas Tenumah, Vice-President, Operations for Teleflora, a floral distribution network. Tenrmah receives a single-user license for Snapshotz that will be applied in the Teleflora Oklahoma City call […]

Posted on February 23, 2011 in Call Center Consulting • Contact Centre Ops • retention • Strategy • Turnover

Tags: Attrition• Call Center Consulting• Contact Center Consulting• Contact Center Strategy• Costs

Staff Retention By Colin Taylor I was chatting earlier today with a conference organizer who wanted to get my opinion as to what the ‘hot’ buttons were regarding potential conference topics that they could offer. This was reminiscent of other similar calls I have fielded over the years and one of the top 3 topics […]

Posted on January 17, 2011 in AHT • ASA • Call Center Consulting • Call Center Management • Call Center Performance • Call centre consulting • Contact center consulting • Contact Centre Ops • Customer Experience • Customer Satisfaction • Education • Facts and Figures • FCR • Forecasting- WFM • News • Occupancy • Outbound • People management • Planning • Quality • Research

Tags: AHT• ASA• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• FCR• Operational Management• Outbound Calling• Research• service level• Social Media• Strategy• Taylor Reach Group• WFM

“The US Contact Center Decision-Makers’ Guide, 2011”, the major annual report studying the performance, operations, technology and HR aspects of US contact center operations, is now available for download, free of charge. A detailed structured questionnaire was asked to hundreds of contact center managers and directors, and the result is the 4th edition of the […]