Since 2007 - this recession has reduced Call Center Turnover by 1/3 – but that still means that the Average Annual Turnover Rate for the US Call Center Industry is 27%.

Turnover within the first 30 days of employment is described as “Quick Quit”/”Fast Fire” Turnover - and is reflective of Poor Hiring Practices.

Typically there are 3 grades of Agents found in a Call Center: (Above Average), (Average), and (Below Average).

(Above Average) Agents seem to have “The Right Stuff” that pushes them to succeed & a natural compatibility with the duties of the position. They work hard - exceed expectations - do more than asked - achieve high quality consistent results – receive above average Customer Satisfaction Ratings - can always be counted upon - need little direction - and work extremely well with everyone.

(Average) Agents perform their duties adequately enough “to get by” - but no better. They are the partially competent. Generally they’re strong from a Typing Speed & Accuracy and Windows Literacy standpoint - but are missing a key ingredient or two from a Soft Skills/Customer Empathy/Job Fit standpoint.

(Below Average) Agents are the people who just don’t fit somehow – and who don’t deliver value when it comes to the kind of service your customers expect. Sometimes they’re good people in the wrong jobs. They need extra coaching, training & supervision just to achieve below average results. Often they cause unnecessary conflict. (Below Average) Agents have the Lowest Training Pass Rates, Highest Levels of Absenteeism, Lowest Levels of Productivity, Poorest Performance & Customer Satisfaction Ratings, and they generally have a Negative Impact on Call Center Team Morale. They represent the real problems in a Call Center workforce – and represent over 80% of “Quick Quit”/”Fast Fire” Turnover.

While (Average) & (Below Average) Agents may seem fully qualified at the Interview Stage – they’re a Poor Job Fit – the cost of hiring them is enormous – with little value add to an organization– and a negative impact on Service Levels, Customer Satisfaction, and Brand Reputation.

Top performing Call Centers drive their Revenue & Performance through superior hiring tactics. We help employers gain better insight & more accurate predictions as to which applicants from a pool of Candidates would perform up to, or beyond their established standards. You can find out about a Free Trial of SPAS Call Center Agent Pre-Employment Screening Software at http://www.telesoftsystems.ca/64201.html