Our blog, Outsourcing Insights, is written by members of our leadership team and provides practical, expert advice for contact center professionals — all designed to help your company grow!
22
March
2023
Attrition, or employee turnover, is a major concern for call centers and contact centers, as it can (and DOES) significantly impact both their financial performance and their ability to provide high-quality customer service. When attrition boils over While the various triggers for attrition can vary greatly from case by case,…
18
November
2019
Nothing is more important to the ongoing success of a contact center than its ability to identify and develop tomorrow’s leaders today. Yet, many customer service contact centers place little time or value in cultivating leaders and often limit formal agent training to the initial two-week period — just enough…
12
November
2019
I consistently hear from contact center professionals that attrition in 2019 is higher than ever, and many new-hire classes intended to accommodate seasonal ramps fall short of recruiting goals. But agent attrition has always been a burden on a company’s bottom line. When turnover runs rampant in the contact…
15
November
2018
There are many reasons to retain good contact center agents. For one, they achieve higher performance metrics, such as AHT, FCR, and CSAT. Engaged employees also stay longer, reducing attrition and the costs associated with it. Highly-engaged employees go the extra mile to drive your business forward. Best of all,…