Call Center Forum

Jim Sykes · Guest

I would like to pose a question to all those with resonsibility or an active interest in recruitment. Staff turnover is an issue for contact centers for two main reasons - firstly cost and secondly the impact on customer service, staff morale and other service levels. Leaving the second aside as it is clearly difficult to measure, how many of you are aware of the cost of your turnover (recruitment, training, productivity, etc) and therefore the return on investment period needed to break even on recruitment? In my experience very few contact centres seem to know their recruitment ROI but all seem to think that turnover is far too high. If you haven't done this exercise have a go - you will probably be very suprised how short the ROI period actually is.

All the best,
Jim.

david_filwood · Joined: 28 Oct 2004 Posts: 5

A review of Call Center Industry Literature in the United States suggests that the Cost of Turnover is generally about 1.5 times the Monthly Salary of the Departing Employee - but this figure can vary widely based on the nature of the job and the organization.

· Separation Costs
· Vacancy Costs
· Replacement Costs
· Training and Orientation Costs
· Lost Opportunity Costs (which may be unquantifiable)

Deploying Call Center Agent Pre-Employment Screening as part of your Hiring Process will have Significant Positive Impact on your Turnover Rates.

While Almost Everyone can use a Telephone, Not Everyone is Cut Out to Work Successfully as a Call Center Agent.

Hiring the Wrong Call Center Agent is a Significant Drain on your Bottom Line, on Customer Satisfaction, and on your Agent Team Morale.

Every Failed Hire Causes You to Throw Wasted Dollars Down the Drain Hiring & Retraining Recruits for the Same Position. Not to mention the Lowered Productivity and Higher Absences associated with Hiring a Poor Job Fit.

SPAS - Service Personnel Appraisal Software - is CD-Rom based Call Center Agent Pre-Employment Screening Software, which is Easy to Deploy, Very Cost-Effective and Highly Predictive of an Individual's Suitability for a particular Call Center Agent Position.

There are Versions of the SPAS Call Center Agent Screening Software available to Test for:

InBound Customer Service
Inside Sales Agent
OutBound Telephone Sales
Tier 1 Technical Support/Help Desk Agent
Central Station Monitoring Operator
Information & Referral Operator
Telephone Collections
Telephone Answering Service Operator
Order Entry Agent
Reservations/Guest Service Agent

SPAS Call Center Agent Pre-Employment Screening Software is a Proven Technology - Specifically Designed and Used for over 15 years to make Accurate Hiring Decisions for Thousands of New Call Center Agent Hires.

SPAS Call Center Agent Pre-Employment Screening Software also meets and exceeds all Employment Standards Requirements as a Hiring Tool in the USA, Canada, the UK and Australia/New Zealand.

SPAS Weeds Out Job Candidates Who Burn Out Fast Because They Aren't Suited For The Work, and Identifies The People With The Skills, Motivation, and Work Ethic to be Top Call Center Agents.

By using SPAS, your Call Center Agent Productivity Will Go Up - along with your Customer Satisfaction Ratings - and Your Turnover Costs Will Go Down.

SPAS allows you to Select New Call Center Agents who fit your Employment Needs Better and Stay On The Job Longer - leading to an Agent Workgroup that has More Experience and is More Productive.

I would be Happy to Prove to you – in Advance and at No Charge – that the SPAS Call Center Agent Pre-Employment Screening Software Will Work for your Call Center as well.

Please Don't Hesitate to Call/eMail me, or to Find Out More about a Free Trial of SPAS Click Here:

http://www.telesoftsystems.ca/64201.html

Regards.

David Filwood
Principal
TeleSoft Systems
604-986-4116
david_filwood@telesoftsystems.ca
www.telesoftsystems.ca

heidismith · Guest

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