Countering Contact Center Attrition. Presenters: Tracy Santos ManpowerGroup Program Director Nimo Shah ManpowerGroup Senior Business Analyst

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1 Countering Contact Center Attrition Presenters: Tracy Santos ManpowerGroup Program Director Nimo Shah ManpowerGroup Senior Business Analyst September 11, 2014

2 General information Share the webinar Questions Submit your questions throughout the presentation Votes Polling questions will be asked throughout the presentation Attachments Download today s presentation materials Ratings Rate the webinar upon completion ManpowerGroup September 11,

3 Audio Information The audio for this webinar is streaming through your computer speakers. Earning HRCI Credit To receive 1 HRCI credit for this webinar, participants must attend the webinar in its entirety one person per computer. ManpowerGroup September 11,

4 Welcome! Tracy Santos ManpowerGroup Program Director Nimo Shah ManpowerGroup Senior Business Analyst ManpowerGroup September 11,

5 Agenda Definition Life Cycle DMAIC Real Life Example ManpowerGroup September 11,

6 Definition

7 What is Attrition? The rate at which employees enter and leave a company in a given fiscal year. Attrition (SHRM and Contact Babel): No. of employees who have left over a 12-month period Average headcount in that 12-month period X 100 = Attrition % Average Headcount: Opening balance + Closing balance 2 = Average Headcount ManpowerGroup September 11,

8 Voluntary vs. Involuntary Attrition Voluntary Turnover Initiated by the employee / employee s choice Example: Employee leaves for a new position at a different employer due to managerial issues or for other personal reasons. Involuntary Turnover Employee is asked to leave by the organization / choice removed from employee. Example: Employer-initiated due to poor performance, layoffs/downsizing or other reasons such as separations due to death or disability. ManpowerGroup September 11,

9 Poll Question What is your attrition range? < 10% 10-19% 20-29% 30-50% > 50% ManpowerGroup September 11,

10 Attrition Averages 2013 Average = 27%; Median = 19% Column2 Agent Attrition Rates Will vary by industry, inbound vs outbound, contact center size/size of team, contingent/perm 9% 18% 13% 13% > 50 % < 5 % 5-9 % % % % 11% 18% Data: Contact Babel ManpowerGroup September 11,

11 Rates by Market 2013 Annual agent attrition rates, by vertical market Median Mean Data: Contact Babel ManpowerGroup September 11,

12 Company/Client Factors that Impact Attrition Selection Training Productivity and Agent Performance (AHT, Abandonment Rate, C-Sat, etc.) Management Coverage/Overtime Revenue & Growth ManpowerGroup September 11,

13 Poll Question Of the listed factors that impact attrition, which impacts you the most? Selection Training Productivity and Agent Performance Management Coverage/Overtime ManpowerGroup September 11,

14 Agent Lifecycle

15 Design for Success 8. Realign / Repeat 1. Create Candidate Profile 7. 30/60/90/120 Post-hire Manage Pre-hire Manage 2. Analyze Market 6. Nest 3. Forecast / Create Sourcing Strategy 5. Train Set 4. Assess / Interview Expectations ManpowerGroup September 11,

16 Pre-Hire: Create Candidate Profile Skills Education Experience Pay Stability Perks Motivators Hours/Flexibility Cultural Fit On the Job Training Peaks Education Experience Pay Stability Perks Motivators Hours/Flexibility Cultural Fit On the Job Training Peaks ManpowerGroup September 11,

17 Execute on the Candidate Profile Analyze Market Forecast / Sourcing Strategy Assess/ Interview Set Expectations Utilize Candidate Profile Determine Fit ManpowerGroup September 11,

18 Analyze the Market Analyze Market Forecast / Sourcing Strategy Assess/ Interview Set Expectations Utilize Candidate Profile Determine Fit ManpowerGroup September 11,

19 Developing Forecasting / Sourcing Strategy Analyze Market Forecast / Sourcing Strategy Assess/ Interview Set Expectations Utilize Candidate Profile Determine Fit ManpowerGroup September 11,

20 Assess / Interview Analyze Market Forecast / Sourcing Strategy Assess/ Interview Set Expectations Utilize Candidate Profile Determine Fit ManpowerGroup September 11,

21 Set Expectations Analyze Market Forecast / Sourcing Strategy Assess/ Interview Set Expectations Utilize Candidate Profile Determine Fit ManpowerGroup September 11,

22 Design for Success 8. Realign / Repeat 1. Create Candidate Profile 7. 30/60/90/120 Post-hire Manage Pre-hire Manage 2. Analyze Market 6. Nest 3. Forecast / Create Sourcing Strategy 5. Train Set 4. Assess / Interview Expectations ManpowerGroup September 11,

23 Agent Life Cycle New Agent Training Nesting 30 Days 60 Days 90 Days 120+ Production ManpowerGroup September 11,

24 Poll Question In which of these periods do you see your highest attrition? Training / 30 days 60 days 90 days >120 + days Not sure ManpowerGroup September 11,

25 Q: How Do We Tackle Attrition? A: We understand it by looking at everything. ManpowerGroup September 11,

26 Where/When Is Attrition Occurring New Agent Training 30 Days 60 Days 90 Days Days September ManpowerGroup 10, 2014 September 11,

27 Reasons for Attrition Voluntary Involuntary Environment Job Abandonment Attendance Job Fit Family Behavioral Medical Military KPI New Career Positive New Agent Expectations Relocation/ Distance Retirement Policy Schedule School RIF ManpowerGroup September 11,

28 Post-Hire: Production / Development / Pathing Solving Voluntary Solving Involuntary Exit Interviews Stay Interviews Risk Alerts Newsletters Training Engagement Round tables Schedule Trading Tools Lunch and Learns Activities Incentives PIPs Incentives ManpowerGroup September 11,

29 Real Life Example

30 Six Sigma - DMAIC Approach Define Control Measure Improve Analyze ManpowerGroup September 11,

31 Define Control Measure Improve Analyze ManpowerGroup September 11,

32 Define Our initial purpose was to resolve the issues with attrition and to do that we had to create a problem statement that: Defined the problem Identified the risk Outlined the Solution A way to measurement / gauge success Problem Statement: Current attrition rates are 30% monthly and putting the partnership at risk. Our objective is to reduce agent attrition by 25% before the next QBR. ManpowerGroup September 11,

33 Define Control Measure Improve Analyze ManpowerGroup September 11,

34 50% By Reason Reason Training Hours FinancialCompany Direction Career ChangeSupervision Measure /Analyze(Pareto) 45% By Reason 50% By Trainer 40% 35% 30% 45% 40% 35% 30% 25% 25% 20% 20% 15% 15% 10% 10% 5% 5% 0% Training Hours Financial Company Direction Reason Career Change Supervision 0% Trainer 1 Trainer 2 Trainer 3 ManpowerGroup September 11,

35 Define Control Measure Improve Analyze ManpowerGroup September 11,

36 Improve Our group split into two areas of focus First group attended the training (evaluate the process) Second group Interviewing existing personnel (what was their experience) Can we improve the issue? Brain storm ideas with the group to determine what will be the most effective course of action for the organization? Control April May June Improvement 53.4% 69.7% 70.0% ManpowerGroup September 11,

37 DMAIC Define Control Measure Improve Analyze ManpowerGroup September 11,

38 Conclusion

39 The design for success 8. Realign / Repeat 1. Create Candidate Profile 7. 30/60/90/120 Post-hire Manage Pre-hire Manage 2. Analyze Market 6. Nest 3. Forecast / Create Sourcing Strategy 5. Train Set 4. Assess / Interview Expectations ManpowerGroup September 11,

40 Thank you Today, you should receive a copy of the Overcoming Attrition take-away from knowlege@manpowergroup.com Additionally, for those who expressed interest in participating the attrition survey, you will also have the survey invitation link. Please respond by September 19 We'll aggregate the blinded data and send it back out to those who participate in the survey at the end of the month ManpowerGroup September 11,

41 Tracy Santos Nimo Shah ManpowerGroup September 11,

42 Did you watch this webinar as a recording? Please request your certificate at manpowergroup.us/requesthrci

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