Training new hires at a contact center can be daunting. Every day they are not trained is doubly harmful: the company is losing money on the employees not fulfilling their potential, and coworkers have to pick up the slack in order to keep the contact center running properly.
Continue readingThink fast: what does your contact center do to welcome a new hire after the company and department orientations have ended? Because hiring employees with great potential is only the first step to staffing a contact center and lowering turnover. Really, after finding a qualified, talented individual, you want to make that person stay. Onboarding helps with that. Onboarding is developing an individual’s potential by making the agent feel valued from day one.
Continue readingIf you utilize the Ultimate Agent® program, you know that once you have an updated job description out in the world, the applicants come calling. Usually companies focus on the results of recruitment, turning those prospects into employees, but effective recruitment also includes the assessment and interview process.
Continue readingOur Ultimate Agent® program starts with figuring out the cost of your turnover. It’s a lot. DMG Consulting estimated that it costs approximately $5,000 to replace and train a new agent. That is money simply thrown away.
Continue readingWhether you call them patients or customers, the people calling your contact center have a simple wish: to have their problems solved quickly and on the first try. Usually, first call resolutions require skilled agents who know how to navigate the system and quickly find answers for the callers. In order to get agents skilled enough to do this, you need to train them properly.
Continue readingWhen an agent leaves your contact center, you don’t only lose productivity while the seat is empty. Oh no. You also lose productivity the entire time it takes to train the new agent. Once training is done, you lose productivity while the new agent becomes acclimated. You lose productivity until the day the agent becomes competent in the new role. And how long does that take?
Continue readingOnboarding consists of small actions that add up to helping a new employee feel like an old employee in no time.
Continue readingThis month the focus is on recruiting and we talked your ear off (or typed your eyes off?) during the last blog post. But we have a secret.
That was only part of the recruitment process.
Continue readingContact centers notoriously have a hard time keeping agents, and the high turnover rate often contributes to some contact centers feeling like the ugly stepsibling of the healthcare system family.
Continue readingNot a day goes by without someone in our organization reminding the others: keep the patient at the center of every decision you make. It’s easy to get caught up in the nitty-gritty of a healthcare organization and forget who it’s for, and remembering that we’re helping people get better care drives us all to work harder and do better…
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