Impact of Performance on Attrition

Survey Results

April 2008
Improving Attrition Across the Agent Lifecycle

Where do you have the most opportunity to improve as it relates to retention?

33%
Coaching on the floor

31%
Onboarding & nesting

Ongoing training on the 20%

floor

Ongoing communications 16%

on the floor
Synching Hiring Requirements and New Hire
Training
If you change hiring requirements, does new hire training change
in accordance with the new requirements?

4%
Never

16%
Rarely

59%
Sometimes

21%
Always
New Hire Training Duration

How long is your new hire training class?

18%
6+ weeks

26%
4-6 weeks

3-4 weeks 16%

15%
2-3 weeks

0-2 weeks 25%

Performance Groups and Attrition

Estimate the percentage each group contributes to your overall

attrition.

Highest performers 19%

Average
33%
performers

Lowest performers 48%

Performance and Tenure

Please indicate the time period during which the following groups of agents most
often leave

13%
69%
Highest Performers
15%
3%

8%
40%
Average performers
45%
8%

6%
7%
Lowest performers
36%
51%

Within the first 3 months During months 4-12 After more than 12 months Do not know
How is Training & Communication Delivered?

Estimate the percentage each method is used to communicate

changes to processes, policies and products to your agents?

Email 32

Chair drops 9

Team huddles 26

E-learning 16

Classroom training 27
How Often is Training Planned?

On average, how much training is scheduled per month per agent?

4+ hours 8%

3-4 hours 8%

2-3 hours 8%

1-2 hours 25%

0-1 hour 23%

Training is not scheduled monthly 27%

How Often Does Training Happen?

How much training do agents get per month vs how much is

scheduled?

0-25% of 14%
scheduled

26-50% of 13%
scheduled

51-75% of 30%
scheduled

76-100% of 44%
scheduled
About the Survey

• Webinar registrants solicited for online survey

• Results shared during webinar
• 262 participants across various industries
About Knowlagent
• Knowlagent has enabled companies
around the world to manage call center
agents for 13 years.
– Hiring
– Training
– Communications
– Coaching

• Easy to use on-demand software

– No capital expenditures
– Deployable in 30 days
– Accessible via the Web
– Enabling more companies to optimize
frontline performance faster and more
affordably than ever before.

• For more info:

kengle1@knowlagent.com