I2CREDIT Nº 17
USA: How to Combat Call Center Management Turnover ?
Employee turnover is a harsh reality in the world of call centers. There are multiple reasons that attrition continues to be the number-one battle for a call center’s management team. But, surprisingly, the top reasons that employees choose to leave do not involve salary. Rather, exit interviews conducted by employers cite the following reasons for leaving as the most common:
Por: Tracy Sheran Management Recruiters International
July 23, 2001 — The following article appears courtesy of Management Recruiters International, www.mri-fresno.com
Employee turnover is a harsh reality in the world of call centers. There are multiple reasons that attrition continues to be the number-one battle for a call center’s management team. But, surprisingly, the top reasons that employees choose to leave do not involve salary. Rather, exit interviews conducted by employers cite the following reasons for leaving as the most common:
Lack of recognition and rewards
Lack of advancement opportunities
Lack of feedback/communication from management
Not feeling valued by the company
Lack of training
Lack of responsibility
Lack of challenging work
So what can you do to slow down the revolving door? Actually, you can do a lot.
In the good old days, people graduated from high school or college, went to work for a Fortune 500 company and retired in 30 years with a gold watch. Times have changed. Companies are constantly being bought, sold, closed, and merged. The affect: employees are getting lost in the masses.
Companies now look to find Senior Managers who can bring a team with them. Employees want to work for people who are leaders. Creating strong management teams is critical to the success of any call center. A strong manager can change a “sweat shop” into an “employer-of-choice”. As the saying goes, “birds of a feather, flock together”. The right key manager can recruit, hire, and retain top call center professionals.
How important is it to hire a strong manager? Just look at the hidden costs associated with employee turnover including: costs of termination, hiring, training, vacancy costs, and loss of productivity. These costs are broken down using a simple formula, which was recently published in Employment Management Today.
All of the above elements can be lumped into the following cost calculation formula:
Number of Employees Lost x Average Salary x 30% = Annual Turnover Cost.
The 30% figure is a combination of a conservative cost estimate of the departed employee’s salary and the time associated with the elements mentioned above.
For example, assume a company has 5,000 employees with the average salary of $35,000. Now assume the annual turnover rate is 25%. The costs would break out this way:
5,000 x 25% = 1,250 (employees lost in one year) 1,250 x $35,000 x 30% = $13,125,000 (total turnover cost in one year)
If this company were able to reduce the turnover rate by 10%, the annual savings would be $5,250,000.
Looking at these staggering costs, you can see how critical it is to build a strong Call Center Management Team. Please feel free to forward any additional questions or concerns to:
Tracy Sheran Account Executive, Call Center Specialist Management Recruiters International tracy@mri-fresno.com 800-881-4139 x132
Ultimas Notas
I2CREDIT Nº 17
Sólo seis grados lo separan de los mejores negocios
El cinismo popular suele decir que no importa lo que sepas, sino a quien conozcas. La realidad es que es fundametal LO QUE SEPAS, y aún más importante A QUIEN CONOZCAS. Pero hay otra variante, muchas veces desaprovechada, que es la de saber QUIEN CONOCE A QUIEN QUE CONOCE A QUIEN QUE CONOCE A QUIEN.
Por: Marcelo Dominguez Marketing Manager CMS
Argentina: Limitaciones para el Crecimiento de los Préstamos Retail
Durante el último cuatrimestre de 2003 se verificó un fenómeno que indica claramente que el negocio del crédito está pasando por el segmento “de bajo monto y de corto plazo”. Las tendencias del perÃodo señalan que mientras que el stock de créditos “de montos mas altos y plazos mas largos” (hipotecarios y prendarios) se contrae, el stock de préstamos “de montos mas bajos y plazos mas cortos” (personales y consumos con tarjeta de crédito) se incrementa notablemente.
Por: www.notibancos.com
España: Foro en Madrid sobre “La problemática de las Pymes en la Argentina"
Este artÃculo es un resumen de la disertación realizada por MartÃn I. Palladino, Director Regional de CMS, y Adolfo A. Iriarte Yanicelli en el foro para estudiantes universitarios realizado en Madrid durante el mes de Noviembre de 2003 sobre el tema “La problemática de las Pymes en la Argentina”.
Por: MartÃn I. Palladino, MCE Director Regional CMS Madrid
Colombia: LA ADMINISTRACIÓN DE CARTERA POR MEDIO DEL SCORING
En un ambiente donde la economÃa fluctuante incide en que los deudores incumplan en el pago de sus obligaciones, es prioritario tener una cobranza efectiva que evite el deterioro de la cartera. De acuerdo con estadÃsticas internacionales, lo más común es que los deudores tengan varias obligaciones, y aquel al que pagan primero es a quien cobra con mayor eficiencia.
Por: Lilian Simbaqueba LISIM - Lilian Simbaqueba Ltda. - Bogotá, Colombia
España: CÓMO EVITAR A LOS MOROSOS ?
Las primeras consultas que hemos recibido en el recién inaugurado Centro de Estudios de MorosologÃa de EAE, han sido la empresarios están sufriendo problemas con los morosos. Estos empresarios están preocupados por la plaga de morosidad que están sufriendo, y que se ha agravado a lo largo de los últimos meses
Por: Pere J. Brachfield Director del Centro de Estudios de MorosologÃa de EAE, España
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