Is there some data on best practices that i could use

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Unformatted text preview: h 100 agents responding to 40 callers per shift with an average of ten data fields per call, you would want to achieve a rate of no more than eight errors per shift. © Copyright 2005 BenchmarkPortal, Inc. 136 This report is for internal Aspect use only. Distribution of this Report outside of Aspect is strictly forbidden. Frequently Asked Questions From The Popular “Ask Dr. Jon” Column Question Answer Our center is planning to rate team members’ performance metrics to a Bell Curve. Are you aware of any industry standards on the % of staff that should be within the higher & lower sections of the Bell Curve? A simple and often used approached is to use standard statistical sectioning of the performance on any one metric or group of metrics rolled up into an index. What this means is as follows: a. Two standard deviations away from the mean would be the really excellent performers and would represent the top 5% of the Bell Curve. b. One standard deviation would equate to the top 45%. c. The remaining would essentially represent average performance. Please have a look at my book “Minimizing Agent Performance” for more information on performance compensation. Q & A Category: “Hiring New Employees” Question Answer I am currently proposing that my call center implement a structured behavioral interview. Do you know of any research that shows how much this can reduce turnover in a call center? We have studied the impact of the following preemployment screening techniques for reducing turnover: 1. Aptitude testing can result in turnover reductions of about 10%; 2. Realistic job previews can result in turnover reductions of about 8% and; 3. Structured behavioral interviews can result in turnover reductions of about 3%. I have heard widely varying examples of the cost to bring on a new agent. Do you have a “rule of thumb” as to what is commonly spent to hire a new agent? This would greatly assist me in my budgeting process for next year. The cost to bring on a new agent varies quite a bit by industry. The average for all industries is $6,398. This cost includes advertising, recruiting, screening and testing, interviewing, and training. We currently have an annual turnover of approximately 34%. To refill these seats, we interview approximately 16 applicants in order to hire one new agent. What are the best practices in the screening and hiring process? Our research shows that, on average, call centers interview seven applicants in order to hire one new agent. Your number is a bit higher. Perhaps you can do better by screening job applicants in advance. Many call centers now use aptitude testing and/or exposing the applicant to a realistic job preview. What is a healthy turnover rate for the Northeast area? What is the average? Healthy = 15% Average = 36% What is average turnover for an inbound only call center in the financial services field? How about a call center in the insurance field? What is the average number of training hours for a financial servic...
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This note was uploaded on 02/22/2012 for the course CSR 309 taught by Professor Staff during the Fall '08 term at Purdue University-West Lafayette.

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