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The Cost of Turnover

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The Cost of Turnover

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    1. The Cost of Turnover Terry Kroshus Pearson April 2004

    2. Today’s Menu Overview of Turnover The Role of Corporate Culture in Agent Turnover Enhancing Agent Retention Planning for Turnover Success Stories Turnover Reduction Practices Questions Guess Blame Co-workers Use outdated materials

    3. Overview of Turnover Help Desk Culture has a direct impact on turnover The rules are perceived as stringent and inflexible The work is stressful by nature Help Desks tend to assess overall performance using quantitative measures Schedules and phone time are managed in the moment Key Differentiators of Positive Culture Effective communications Open and direct Professional development Growth in your job/company Employee satisfaction Having fun at work Trust Trust your peers/management (Click) Ask: Have you ever had to speak with a customer service representative on the phone or at a store and they treated you like they could care less about your problem? Did you feel like they would do everything they could to resolve your problem? If you have a really serious problem, how do you like to be handled? (wait for responses). Say: Another Dimension of good customer service is (click) genuine concern for your customers needs. We can be concerned and still be professional – here is how…(Discuss Do’s). Now let’s discuss what we don’t want to do…(Discuss Don’ts).(Click) Ask: Have you ever had to speak with a customer service representative on the phone or at a store and they treated you like they could care less about your problem? Did you feel like they would do everything they could to resolve your problem? If you have a really serious problem, how do you like to be handled? (wait for responses). Say: Another Dimension of good customer service is (click) genuine concern for your customers needs. We can be concerned and still be professional – here is how…(Discuss Do’s). Now let’s discuss what we don’t want to do…(Discuss Don’ts).

    4. Overview of Turnover Separation Costs Cost of exit interview’s time Cost of terminating employee’s time Cost of administrative functions related to termination Cost of continued benefits options Separation pay Increase in unemployment tax Vacancy Costs Cost of additional overtime Cost of additional temporary help Replacement costs Pre-employment administrative expenses Cost of attracting applicants Cost of entrance interviews Testing costs Staff costs Travel and moving expenses Post employment information gathering and dissemination costs Cost of post employment medical exams Training Costs Cost of information literature Formal training costs Informal training costs Hidden Costs Missed deadlines Loss of organizational knowledge Lower morale Did you know? (Click) Ask: Have you ever had to speak with a customer service representative on the phone or at a store and they treated you like they could care less about your problem? Did you feel like they would do everything they could to resolve your problem? If you have a really serious problem, how do you like to be handled? (wait for responses). Say: Another Dimension of good customer service is (click) genuine concern for your customers needs. We can be concerned and still be professional – here is how…(Discuss Do’s). Now let’s discuss what we don’t want to do…(Discuss Don’ts).(Click) Ask: Have you ever had to speak with a customer service representative on the phone or at a store and they treated you like they could care less about your problem? Did you feel like they would do everything they could to resolve your problem? If you have a really serious problem, how do you like to be handled? (wait for responses). Say: Another Dimension of good customer service is (click) genuine concern for your customers needs. We can be concerned and still be professional – here is how…(Discuss Do’s). Now let’s discuss what we don’t want to do…(Discuss Don’ts).

    5. Turnover Calculator www.keepemployees.com/turnovercalc.htm www.uwex.edu/ces/cced/publicat/turn.html www.advantagehiring.com/calculators/ahi_calc_turnover.htm www.expresspersonnel.com/tocprint.asp www.workforce.com/section/09/article/23/55/58.html www.resultresources.com www.haack.com/benefits_turnover.asp www.sibson.com/row/cot/ www.talentdrain.com/retention/calculator.asp Your Cost Say: Let’s review. We should be Professional, give speedy responses, give accurate information, and be genuinely concerned that our caller’s needs are met. But in some instances you will need to follow-through with action to make sure you have given complete customer service. In those cases what we should do is…(Discuss Do’s) What we don’t want to do is…(Discuss Don’ts).Say: Let’s review. We should be Professional, give speedy responses, give accurate information, and be genuinely concerned that our caller’s needs are met. But in some instances you will need to follow-through with action to make sure you have given complete customer service. In those cases what we should do is…(Discuss Do’s) What we don’t want to do is…(Discuss Don’ts).

    6. Reasons for Leaving Inflexible rules governing agents Focus on quantitative measurements Rigorous observation and relentless call volume Agents’ belief that the organization does not value them Show you care Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly). Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly).

    7. Symptoms of a Sick Center Continually complain, blame and scapegoat without offering possible solutions Escalate minor conflicts to management Experience feelings of powerlessness on the job Engage in negative and unproductive competitiveness with one another Focus on what the company should do for them, rather than on the business objective of delivering service Get a check-up Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly). Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly).

    8. Turnover Reduction Practices Hiring Healthy Agents Performance Measuring Incentive and Recognition How do you Keep them? Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly). Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly).

    9. Hiring the agent Look for the “CAN DO” personality Cognitive Ability (Can Do) Problem Solving Learning Applying Planning (Can Do) Planning Organizing Adherence to policies, procedures, rules Interpersonal (Can Do) Customer Service Persuasion Getting along with others Teamwork Coaching ability Motivation (Will Do) Attitude toward work Attendance Flexibility Going above and beyond Energy The Perfect Fit (Click) Ask: Have you ever had to speak with a customer service representative on the phone or at a store and they treated you like they could care less about your problem? Did you feel like they would do everything they could to resolve your problem? If you have a really serious problem, how do you like to be handled? (wait for responses). Say: Another Dimension of good customer service is (click) genuine concern for your customers needs. We can be concerned and still be professional – here is how…(Discuss Do’s). Now let’s discuss what we don’t want to do…(Discuss Don’ts).(Click) Ask: Have you ever had to speak with a customer service representative on the phone or at a store and they treated you like they could care less about your problem? Did you feel like they would do everything they could to resolve your problem? If you have a really serious problem, how do you like to be handled? (wait for responses). Say: Another Dimension of good customer service is (click) genuine concern for your customers needs. We can be concerned and still be professional – here is how…(Discuss Do’s). Now let’s discuss what we don’t want to do…(Discuss Don’ts).

    10. Incentives and Recognition Skills based pay Start at $24,000 If they complete skills based training, could earn $35,000 Agent led I&R committee Paid time off Recognition in company newsletter Trophies/Plaques Special Projects Gift Certificates Project Involvement Hiring Training Monitoring Partnering with veteran agent Lead a company/community event Random Acts of Kindness (Click) Ask: Have you ever had to speak with a customer service representative on the phone or at a store and they treated you like they could care less about your problem? Did you feel like they would do everything they could to resolve your problem? If you have a really serious problem, how do you like to be handled? (wait for responses). Say: Another Dimension of good customer service is (click) genuine concern for your customers needs. We can be concerned and still be professional – here is how…(Discuss Do’s). Now let’s discuss what we don’t want to do…(Discuss Don’ts).(Click) Ask: Have you ever had to speak with a customer service representative on the phone or at a store and they treated you like they could care less about your problem? Did you feel like they would do everything they could to resolve your problem? If you have a really serious problem, how do you like to be handled? (wait for responses). Say: Another Dimension of good customer service is (click) genuine concern for your customers needs. We can be concerned and still be professional – here is how…(Discuss Do’s). Now let’s discuss what we don’t want to do…(Discuss Don’ts).

    11. Healthy Agents Workstations Exercise Quiet Room Offer Health seminars Stress Management Keep Well program Massage Therapist Exercise Room Stop Smoking Clinic Puzzles Books/Magazines Music Room Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly). Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly).

    12. Agent Levels Candidates New Agents Low Experience/High Energy High Experience/Low Energy Burned Out Superstars Share expectations Make them feel good on day 1 thru 100 Train, train, train Keep it interesting Help them find other opportunities Engage them early and often Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly). Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly).

    13. Fair and Attainable Performance Satisfaction Savings Customer Service Call Volumes Answer Rates Abandon Rates Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly). Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly).

    14. Checklist for Positive Agent Development Set up a planned program of skills acquisition Hold lunch break seminars Provide web-based training Meet regularly with agents Create a list of SME Incent agents to share learning Show you care Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly). Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly).

    15. Designed Turnover Is your Help Desk a beginning IT position? How many people have been promoted to other IT jobs? Does your company have an external “Customer Support” organization? Do your agents have Individual Development Plans? Can you help? Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly). Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly).

    16. Success Stories Pearson Marion Labs Sprint Olsten Health Services Your Company Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly). Ask: “What do you think of when I say “Randy” is a professional?” (Allow time for class to respond.) Ask: “Okay, what do we mean when we say someone is unprofessional?” (Allow class time to respond) Ask: “Would you place your life in the care of a physician if he demonstrated unprofessional behavior? Would you have confidence in his diagnosis? Would you believe that he cared about helping you?” Say: The same holds true for our callers. They are depending on you to care for them. Professionalism is a code of conduct that demonstrates you are an expert at what you do. Some examples of professional conduct are….. (Click through Do’s and discuss briefly). Some characteristics that would demonstrate unprofessional conduct would be…(Click through Don’ts and discuss briefly).

    18. Five Dimensions of CUSTOMER SERVICE Say: Today we have discussed the basic types of calls you will receive, the importance of choosing a positive attitude and creating positive impressions. Now we are going to discuss the basic concepts of good customer service. Ask: How many of you have worked in Customer Service before? (Allow show of hands). Good I want to get input from you during this presentation from your experience. Say: Let’s look at the 5 dimensions of customer service.Say: Today we have discussed the basic types of calls you will receive, the importance of choosing a positive attitude and creating positive impressions. Now we are going to discuss the basic concepts of good customer service. Ask: How many of you have worked in Customer Service before? (Allow show of hands). Good I want to get input from you during this presentation from your experience. Say: Let’s look at the 5 dimensions of customer service.

    19. The 5 Dimensions The 5 dimensions we will discuss are…(Click). We will be looking at list of Do’s and Don’ts for each of the 5 dimensions. The Do’s will be listed in white and the don’ts will be in green.The 5 dimensions we will discuss are…(Click). We will be looking at list of Do’s and Don’ts for each of the 5 dimensions. The Do’s will be listed in white and the don’ts will be in green.

    20. SPEEDY RESPONSES Get to the point Predict how long Do what you say you’re going to do Forget Take more than 24 hours to return a call Pad with idle conversation Fail to call if you can’t make a deadline Say: Our callers have needs that you will have to respond to. Good customer service is responding as quickly as possible with accurate information. Let’s talk about the Do’s and Don’ts in this dimension of customer service. (Discuss points)Say: Our callers have needs that you will have to respond to. Good customer service is responding as quickly as possible with accurate information. Let’s talk about the Do’s and Don’ts in this dimension of customer service. (Discuss points)

    21. FOLLOW-THROUGH Accept personal responsibility Do what you promised Enjoy a sense of achievement Take delayed reaction Pass responsibility without explanation Say: Let’s review. We should be Professional, give speedy responses, give accurate information, and be genuinely concerned that our caller’s needs are met. But in some instances you will need to follow-through with action to make sure you have given complete customer service. In those cases what we should do is…(Discuss Do’s) What we don’t want to do is…(Discuss Don’ts).Say: Let’s review. We should be Professional, give speedy responses, give accurate information, and be genuinely concerned that our caller’s needs are met. But in some instances you will need to follow-through with action to make sure you have given complete customer service. In those cases what we should do is…(Discuss Do’s) What we don’t want to do is…(Discuss Don’ts).

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