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How to transform reporting into People Analytics?
How to analyze retention in your organization?
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About
Books
Case Studies
Speaking
Blog
Webinars
How to transform reporting into People Analytics?
How to analyze retention in your organization?
How to communicate complex HR information to your CEO with data and analytics?
Community Service
Contact
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