Attrition

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 […]

Posted on December 21, 2010 in ASA • Call Center Consulting • Call centre consulting • Customer Experience • Customer Satisfaction • FCR • Forecasting- WFM • People management • Planning • Strategy • The Taylor Reach Group

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

John Cockerill 1. There will be a future however bleak or rosy, it will still be. Take off the rose colored glasses and stop forecasting historical plus 5%. That is what a demand forecast is for. Get one now. 2. Politicians will still get elected; and we all will complain regardless of who is elected […]

Posted on September 16, 2010 in AHT • ASA • Call Center Consulting • Contact Centre Ops • Customer Reach • Customer Satisfaction • FCR • Forecasting- WFM • Lists • Networking • Occupancy • Offshoring-Outsourcing • Opinion • People management • Planning • Purchasing Decisions • Quality • retention • Root Cause Analysis • Sales • Technology • Telecommunications • The Taylor Reach Group • Turnover

Tags: AHT• Alignment• ASA• Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Costs• Customer Service Consulting• FCR• IVR• Knowledgebase• Leadership• Operational Management• Outsourcing• poor service• Root Cause Analysis• service level• Strategy• Taylor Reach Group• Training• WFM

We recently were asked this question by Call Center Life, a magazine serving the Turkish call center industry and wanted to share this content here… Question: Can you briefly describe the “to do’s” and “not to do’s” when managing a contact center as a part of the customer satisfaction? Answers: One of my matras has […]

Posted on July 06, 2010 in Call Center Consulting • Contact Centre Ops • People management • retention • Turnover

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

Free Agent Retention eBook Available – $1000+ value Labor represents two thirds of the operating costs in most call centers.Managing Attrition, staff retention,turnover is an essential to all centers. Created by; The Taylor Reach Group, Inc. the new eBook “How to Improve Staff Retention in Your Call Center” is the result of thirty plus years […]

Posted on May 12, 2010 in ACM • Call Center Consulting • Contact Centre Ops • People management • Strategy

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

By Colin Taylor In our last retention post we dealt with the issue of turnover by asking the question “Are your Supervisors driving your turnover?” It has been said the people join companies, but quit Supervisors, and as we saw this can certainly be the case. In this article we look at what you can […]