Recruitment and Onboarding: Overlooked Opportunities for Savings
Recruitment and Onboarding: Overlooked Opportunities for Savings
15-Feb-2009
North America
$1,500.00
Special Price $1,125.00 save 25 %
Description
Labor accounts for between 65% and 75% of the ongoing costs of running a contact center. But turnover is so appallingly high that much of that money spent is wasted on repeated efforts to find and train people who aren't right in the first place. End users need to spend more effort focusing on the front-end of the agent lifecycle, using tools and services that better screen candidates for call center work. Not only can better recruitment and onboarding reduce turnover, but they can also have a solid impact on training costs and customer satisfaction. This insight will discuss some of the ways that contact centers can leverage improved technologies to reduce the negative impact that turnover has on operations.
Table of Contents
Introduction
The Problem
The Lifecycle of an Agent
Fixing the Entry Point
Better Onboarding
The Take-Away
Popular Topics
No Index | Yes |
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Podcast | No |
Industries | Information Technology |
WIP Number | 9857-00-09-00-00 |
Is Prebook | No |