Call Center Attrition

Call Center Attrition – Understanding this important KPI

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Turnover and attrition. A problem that has plagued many in the customer service industry. A QATC (Quality Assurance & Training Connection) study benchmarks the average call center agent turnover rate ranges between 30%-45%. Many look at this KPI as top metric in calculating a call center’s success. The high agent turnover leads to reduced customer satisfaction rates, lower first-call resolution rates, and many other issues. Read more in our latest blog post.

How to Achieve Call Reduction Using Call Center Technology

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80 percent of executives surveyed stated that digital solutions are the most important strategic initiative over the next five years. Of customer care executives surveyed, 57 percent reported that call reduction was the top priority for the next five years. They are attempting to reduce call volume by pushing individuals to the web for self-service information, using call center technology. Read more in our latest blog.

Call Center Consulting Can Help Your Budget

Call Center Consulting Can Help Your Budget

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Every organization faces the challenge of how to complete work and projects with the staff currently on hand. In many instances, organizations do not have the money to hire additional employees, or hiring a new person is not a sound decision when your team does not anticipate a long-term need for the position. In such …

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