HIRING NEW EMPLOYEES

I am currently proposing that my call center implement a structured behavioral interview. Do you know of any research that shows how much this can reduce turnover in a call center? Liz Vermeil

We have studied the impact of the following pre-employment screening techniques for reducing turnover: 1. Aptitude testing can result in turnover reductions of about 10%; 2. Realistic job previews can result in turnover reductions of about 8% and; 3. Structured behavioral interviews can result in turnover reductions of about 3%.
--Dr. Jon

I have heard widely varying examples of the cost to bring on a new agent. Do you have a "rule of thumb" as to what is commonly spent to hire a new agent? This would greatly assist me in my budgeting process for next year.

The cost to bring on a new agent varies quite a bit by industry. The average for all industries is $6,398. This cost includes advertising, recruiting, screening and testing, interviewing, and training.

We currently have an annual turnover of approximately 34%. To refill these seats, we interview approximately 16 applicants in order to hire one new agent. What are the best practices in the screening and hiring process?

Our research shows that, on average, call centers interview seven applicants in order to hire one new agent. Your number is a bit higher. Perhaps you can do better by screening job applicants in advance. Many call centers now use aptitude testing and/or exposing the applicant to a realistic job preview.

What is a healthy turnover rate for the Northeast area? What is the average?

Healthy = 15%

Average = 36%

--Dr. Jon

What is average turnover for an inbound only call center in the financial services field? How about a call center in the insurance field? What is the average training hours for a financial services company for their member contact reps. Same question...but for insurance reps (phone contact only). Thanks, Margie Poole

Margie, thanks for your questions. You might want to inquire about our industry reports…..loaded with comparison statistics.

In the meantime, here is a thumbnail sketch:

Financial Service Turnover = 32%
Insurance Turnover = 24%
Initial Training Hours for Financial = 120 days
Initial Training Hours for Insurance = 95 days

What is the industry standard for "unable to verify" rate for pre-employment screening?

In the contact center vertical, less than 9% of pre-employment verifications come up ‘unable to verify.”
--Dr. Jon

Where can I get a good job description for an incoming call center manager?

The job description would depend upon the size of the call center and the types of calls being handled. Tell me more.

Dr. Jon