Program Evaluated

Call Center Supervisor Training

Customer: ACS – Xerox

Program Description:

  • Evidence showed that agent turnover was impacted by the effectiveness of the first line supervisors
  • Five different supervisor learning programs were deployed over two years

Evaluation:

  • Studied ACS’s turnover rate to find ways to reduce agent turnover
  • Analyzed 12,000 employees work from 55,000 records for the 23 largest call centers
  • Analysis measured the business impact of supervisor training

Findings:

  • Findings showed supervisors that took the training had an improvement in agent retention versus untrained supervisors
  • $4 million saved over the two years in agent turnover costs from the trained supervisor’s agents