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