Call Center Challenges
Two of the biggest challenges organizations face are employee turnover and the subsequent poor performance of new employees. High turnover not only impacts the bottom line, it affects customer satisfaction and team morale.
Making matters worse, hiring and onboarding new employees is surprisingly costly. According to Bersin at Deloitte, turnover costs range from tens of thousands of dollars to 2x salary. Those astonishing figures include sourcing, interviewing, reviewing, reference checking, hiring, training, and unproductive time (4 weeks to 6 months).
The solutions are clear: First, reduce turnover by implementing practices that lead to employee retention. Second, institute training methods that onboard new hires as quickly as possible. And third, use principles from the brain sciences to make training stick in the minds of new hires so they rapidly become productive and satisfied in their work.
This study looks at Amplifire’s impact on training, turnover, and financial outcomes when it was deployed at scale in large organizations.