Recruitment and Retention

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>


10 questions to ask before recruiting
As a contact centre manager, recruiting people into your organisation is one of the most important things you will do.  Fail to get this right and the chances are that you will have under-performing people, demotivation and high turnover. This is hugely costly in terms of further recruitment, training and poor service or lost sales.  However, many recruitment campaigns are still ill-conceived, poorly planned and under-resourced. Check out the 10 questions in this article from the UK. 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>