Non-Members: To view an excerpt of this bundle, click here.
Leading contact centers develop their employees for maximum productivity but remember to reward for maximum retention. This bundle includes three documents on the following areas of employee management:
1. Performance Standards –average performance of contact center employees, turnover rates, company costs, and many other metrics identified through careful study of 13 participating companies.
2. Development and Retention – including the training programs that the most productive and satisfied representatives go through, as well as the employee satisfaction tools companies use to improve the working environment. One participant, the USAA, has turnover of only 6% due to their behaviors detailed in this bundle.
3. Rewards and Recognition –there are a wide variety of rewards managers can offer such as gift certificates, high priced items, recognition at events, cash, recognition at meetings, or recognition via email. Our research showed that only one of these methods was highly effective, but that when the recognition is matched to the right type of contact center representative (such as service, sales, inbound, outbound, etc) the reward will be most effective.
Managers can use the information provided in this bundle to compare their own company’s performance in key areas to the industry and make strategic decisions accordingly. The information is also designed to be used as a guide to the “best practices” any contact center should use to be successful.