High Turnover? Need Fast Onboarding for New Agents?
By Mary Lou Joseph
Posted in Customer Engagement
Contact centers typically experience a 30% to 45% annual turnover rate in personnel. It's one of the biggest pain points for organizations to overcome as they strive to deliver a quality customer experience.
Onboarding and training a new front-line employee can cost an estimated $10K-$15K or 25-30% of a full salary and benefits package1. And based on data from Glassdoor.com, the national average salary for a call center representative is $29,717 in United States,2 which conservatively adds up to an annual training cost of $2,000,000 or more for a 200 person contact center.
One way to decrease training costs and speed onboarding is with Verint Process Assistant, a solution that provides guidance and automation scripts which overlay existing applications, showing staff in real-time exactly what to do to perform a task or process. It's like having your own personal trainer standing over your shoulder telling you what to do. Let me give you a few examples.
Say you are a healthcare insurer and open enrollment is coming up. You need to hire and train additional workers to meet peak demand during this time period. Given the complexity of plans, data and processes involved, training can be lengthy. The amount of classroom training time needed and the length of time for new agents to gain proficiency can both be decreased by providing just-in-time, on-the-job guidance with desktop prompts that can:
Perhaps you are in financial services and new regulations require you to change how you process certain transactions. Instead of pulling employees off their desks for classroom or eLearning, you can create a guidance script with information about the change and push this out so that it automatically appears to any employee as they begin to perform the relevant process. The employee would receive automatic alerts and important contextual information on the changes to the process, helping your organization to help ensure regulatory compliance.
Or maybe you are a business process outsourcer that is in the middle of a major system overhaul such as implementing a new CRM or core processing solution. Employees receive training, but once they return to their desks, they may become frustrated as they try to get used to the new systems and screens. Process Assistant can alleviate a lot of that frustration by providing guidance on what to do next, where a field lives on a new screen, and even opening the next new screens automatically after a task is completed.
These are just a few examples of how Verint Process Assistant, part of Verint's Robotic Process Automation suite of solutions, shortens onboarding time for new employees and helps existing employees with new or infrequently used processes, or changes to previous procedures. What other uses can you see for Process Assistant? Please share them below.
1 Exploring Call Center Turnover Numbers, QATC Newsletter, Winter 2015
2 Glassdoor.com / Call Center Representative Salaries
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