Attrition Stages Survey

March 2008

When Does Attrition Occur?

At what stage does most of your attrition occur?

Experienced (more than 12 months)

16%

Proficient (7 – 12 months)

24%

Reaching proficiency (4 – 6 months)

25%

New hire (w ithin 3 months)

34%

3/18/2008

10

What Are the Hard Costs of Attrition?

Estimate your hard costs to create a proficient agent

More than $15,000

12%

$10,001-15,000

13%

$5001-10,000 36%

39%

Less than $5000

3/18/2008

11

How Does Attrition Impact Goals?

Rank the stages of attrition in regards to impact on overall goals

Experienced (more than 12 months)

36%

11%

7%

45%

Proficient (7 – 12 months)

17%

41%

38%

5%

Reaching proficiency (4 – 6 months)

17%

32%

45%

6%

New hire (within 3 months)

32%

17%

10%

42%

First

Second

Third

Fourth

3/18/2008

12

Relationship Between Performance and Attrition

How much does performance impact attrition? 2%

Entirely

A great deal

47%

Somewhat 3%

48%

Not at all

3/18/2008

13

Frequency of Training on the Floor

How often do agents receive training once they are on the floor?

Multiple times in a month Monthly 5-11 times a year 2-4 times a year Once a year Never

19% 19% 20% 31% 8% 3%

3/18/2008

14

Hiring Info Impacts Agent Lifecycle

How are assessment results used once a candidate is hired?

We do not use assessments None of the above For career planning For coaching For ongoing training For team placement For new hire training 11% 13%

24% 21%

30% 22%

41%

3/18/2008

15

About the Survey
• Webinar registrants solicited for online survey • Results shared during webinar • 776 participants across 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

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