Workforce Management Featured Article
Talent Benchmarking Creates the Best Contact Center Agent Profile
The annual attrition rate in the contact center is 29 percent every year with the average agent lasting just over three years. Losing employees is costly, Monet’s Chuck Ciarlo talks about the idea of talent benchmarking, and how it can improve attrition rates.
So, what exactly is talent benchmarking and how does it work? It is actually quite simple. Companies will use analytics, metrics, management evaluations, and customer feedback in the contact center to identify their highest performing agents. Building this profile is always vital in general for team building exercises, training, and promotional opportunities, etc. but is especially important for this situation.
These exceptional agents are then interviewed and surveyed in an effort to understand why they have succeeded as agents and in the contact center. Upon completion of this thorough process, the findings and ten “raw talent metrics” are meshed and used as a basis for the optimal candidate.
The company responsible for talent benchmarking found these results upon implementation: agents hired prior to talent benchmarking were an asset 47 percent of the time. Post-talent benchmarking, the number shot up to 59 percent with a 25 percent improvement. Additionally, less agents who were not the right fit for the position or the company ultimately received job offers.
It just takes identifying the best contact center agents, their skillsets, and getting inside their heads. Even the agents whom have held positions the longest with steady track records can provide value and ultimately make up a profile fitting of an amazing, long-lasting, high-performing contact center agent.
Has your contact center tried talent benchmarking?
Edited by Maurice Nagle
