Turnover Rates in Outbound Centres

[hollyh]

I have recently joined an outbound sales/loyalty/winback centre as Senior Manager and we are being challenged to significantly reduce rep turnover. As I'm new to the outbound environment, I'm interested in receiving information regarding the "standard" turnover rates for centres like ours. As well, any ideas to retain employees would be helpful - other than bonuses.

[ktoms]

We have a center of about 150 agents and in 2001 we had over 100% turnover. We now have around 60%. We attribute the decline to employee morale and increased communication. We now have monthly meetings with all staff and our VP to ensure they know how we are doing and what our goals are. We also have a very agressive incentive program and employee mentoring with their Team Leader.

[DrThomas]

You can also substantially decrease turnover by using an effective agent screening process to make sure candidates "fit" the job. Reductions in turnover typically range from 15-60% depending upon the hiring process used. Given the job market, where centers are no longer required to find the first "warm body" to fill a seat, you can afford to be much more selective. Hiring the right candidates can also substantially reduce the training time required to get agents up to speed.

[Adorno]

It's almost impossible to quote an average turnover rate due problems associated with the use of multiple formulas and inaccurate figuring by people whose job is to keep turnover reasonably low. The take home is that if you are satisfied with your costs associated with turnover, then it is low enough. If you are not satisfied, irrespective of the "annual percentage rates" or in comparison to other companies, then it is too high.

As mentioned by DrThomas above, consider re-evaluating the way you hire employees. An article in the downloads area of our website explains the value of better assessment in great detail with respect to voluntary turnover rates. The article is titled "Understanding and Combating Call Center Employee Turnover" and is free to read or download.


Also, consider evaluating our pre-employment test called the Call Center Fit Index, and it's web-based platform called the CCFIweb System. It is designed to reduce voluntary employee turnover through job-fit analysis, with test versions customized for Inbound and Outbound call center positions.

It is designed to complement rather than replace more skill-driven assessments such as Call Center Simulation by ETC. You can find more information about the system in the Products, News, and Downloads areas at www.degarmogroup.com . I've included below our lastest news release summarizing an article that appeared on the system in Call Center Magazine.

Feel free to contact me at (309) 828-4344 or via e-mail at Adorno@degarmogroup.com with any questions.

Thanks,
Anthony Adorno
Vice President