Recruitment and Onboarding: Overlooked Opportunities for Savings
Recruitment and Onboarding: Overlooked Opportunities for Savings
RELEASE DATE
15-Feb-2009
15-Feb-2009
REGION
North America
North America
Research Code: 9857-00-09-00-00
SKU: IT01377-NA-MR_11132
$1,500.00
In stock
SKU
IT01377-NA-MR_11132
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
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.
No Index | Yes |
---|---|
Podcast | No |
Industries | Information Technology |
WIP Number | 9857-00-09-00-00 |
Is Prebook | No |