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High temp and/or part time agent turnover in call centers is usually a symptom of poor morale, lack of opportunities for growth, poor pay, few or no benefits, and a general lack management attention and agent feedback.
Many call centers are willing to put up with a high temp turnover because they feel the company hasn't invested enough yet into these agents, nor feels that the temp and part time agent population will provide a long term financial gain. With this attitude, many centers use a revolving door policy and plan to replace these agents every 6 to 9 months. These centers usually view even a full time agents lifespan to be 2.5 to no more than 3 years, and build their cost structures around these numbers.
If you want to triple the longevity of a part time (20 to 30 hrs a week) agent simply offer benefits. As a simple test of this theory, hire 5 agents with benefits and five without. This might mean 5 agents are at 30 hrs and the other at 29 hrs. Check with you HR dept to see if you have a policy cutoff for where the benefits break kicks in. I ran this test on a 70+/- agent team and after 6 months only one of the part timers with no benefits was still around while all six agents with benefits were around for about 11 months before losing the first agent. After 18 months 4 of the part times with benefits are still hanging in there.... Try it yourself just to see.
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11-16-2001, 04:19 PM
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