Staff Churn Rates - Typical Industry Rates
Staff churn rates for general contact centre environments are in the range of 20% to 25% with a couple of modifiers:

• “Expert” contact centres (where CSRs are more highly trained) experience a lower churn rate than “warm-body” contact centres which require only minimal training.
• High stress situations result in higher rates of both absenteeism and staff churn, although again “Expert” call centres seem to have a higher tolerance than “warm-body” call centres”
• Where higher churn rates are experienced (in excess of 40%) this is almost exclusively associated with battery hen “warm-body” environments.

Criteria for Recruitment & Selection of Effective Contact Centre Leaders
Finding the most appropriate leaders for your organisation and culture is not easy. Potential contact centre leaders need to be able to apply their experience in face-to-face environments to the non face-to-face operation. Their leadership style, qualities and values also need to be augmented by additional qualities for the invisible environment of the contact centre. To read more of this discussion… go here>

Five ways to Improve Attrition in your Contact Centre
Attrition is often seen as a health check for any business. If a high number of people are leaving then something is wrong. The question is what, and what can be done to improve it. Here Steve Woosey of the Professional Planning Forum shares his thoughts with us… go here>

Older Workforce 
Is the Older Workforce becoming an important mix in the Contact Centre environment? We can no longer deny they have wonderful knowledge, skills and experience. Along with their work ethic, are they part of the solution to the talent shortage we are facing in the coming years. To understand more, Manpower have researched this issue and created an excellent white paper. go here>

Job Sharing
Job sharing can reduce staff attrition, retain knowledge and improve productivity.
Can this work in a Contact Centre, do you need to understand the benefits and the pit falls of job sharing from both an employer and employee perspective? Here is an excellent link to help answer these questions. go here>

Work-Life Balance
What does Work-Life Balance mean? How do we get an outcome for both employees and employers around Work-Life balance? The Department of Labour has produced a great resource guide to help answer these questions and more. go here>

Interview Questions
Are you doing a lot of recruitment and sometimes the questions are just not getting the answers you want to make decisions?  We all have our favorites and at times we are bound by our HR departments. Here are some more questions collated by Kelly Services that just may help break the cycle. Also good for giving you practice to answer the tough questions  for your own career advancing interview. go here>