Reducing New Hire Turnover
The Company
A customer call center handling a 13 county area.
The Problem
New hire turnover was costing this organization over $7,000 per month, customer complaints were increasing, and other employees were becoming frustrated. The company's reputation for responsive customer service was declining as it faced higher than usual turnover among its new customer service representatives who often did not remain with the company longer than three months. Other employees were becoming frustrated with training new hires only to have them leave and have their responsibilities increased again.
The Solution
Former employees, supervisors, new hires, and employees who worked closely with new hires were interviewed to determine turnover causes.
Based on our assessment:
- Job descriptions were updated to include more computer skills.
- A computer skills proficiency test was used with prospective hires.
- Qualified candidates could "shadow" the job with good CSRs.
- Qualified candidates were offered computer skills training at company expense.
- Supervisors and employees working closely with new hires received training on how to better train and praise new hires.
The Results
New hire turnover was reduced by more than 50%, turnover costs were reduced by $4,000 per month, and customer complaints decreased.
Compare the Cost of Retention Services vs. Savings to the Company:
Retention Services: less than $11,000
Savings to the Company: $48,000 the first year
Please go to About Us for biographical information.
