This survey sought to explore the link between performance and attrition in the call center. Data points address: attrition by tenure, continuity across agent stages, new hire training, attrition by performance level, tenure by performance level, training and communication practices.

1. Impact of Performance on Attrition
Survey Results
April 2008

2. Improving Attrition Across the Agent Lifecycle
Where do you have the most opportunity to improve as it relates to retention?
33%
Coaching on the floor
31%
Onboarding & nesting
Ongoing training on the 20%
floor
Ongoing communications 16%
on the floor

3. Synching Hiring Requirements and New Hire
Training
If you change hiring requirements, does new hire training change
in accordance with the new requirements?
4%
Never
16%
Rarely
59%
Sometimes
21%
Always

4. New Hire Training Duration
How long is your new hire training class?
18%
6+ weeks
26%
4-6 weeks
3-4 weeks 16%
15%
2-3 weeks
0-2 weeks 25%

5. Performance Groups and Attrition
Estimate the percentage each group contributes to your overall
attrition.
Highest performers 19%
Average
33%
performers
Lowest performers 48%

6. Performance and Tenure
Please indicate the time period during which the following groups of agents most
often leave
13%
69%
Highest Performers
15%
3%
8%
40%
Average performers
45%
8%
6%
7%
Lowest performers
36%
51%
Within the first 3 months During months 4-12 After more than 12 months Do not know

7. How is Training & Communication Delivered?
Estimate the percentage each method is used to communicate
changes to processes, policies and products to your agents?
Email 32
Chair drops 9
Team huddles 26
E-learning 16
Classroom training 27

8. How Often is Training Planned?
On average, how much training is scheduled per month per agent?
4+ hours 8%
3-4 hours 8%
2-3 hours 8%
1-2 hours 25%
0-1 hour 23%
Training is not scheduled monthly 27%

9. How Often Does Training Happen?
How much training do agents get per month vs how much is
scheduled?
0-25% of 14%
scheduled
26-50% of 13%
scheduled
51-75% of 30%
scheduled
76-100% of 44%
scheduled

10. About the Survey
• Webinar registrants solicited for online survey
• Results shared during webinar
• 262 participants across various industries

11. About Knowlagent
• Knowlagent has enabled companies
around the world to manage call center
agents for 13 years.
– Hiring
– Training
– Communications
– Coaching
• Easy to use on-demand software
– No capital expenditures
– Deployable in 30 days
– Accessible via the Web
– Enabling more companies to optimize
frontline performance faster and more
affordably than ever before.
• For more info:
kengle1@knowlagent.com