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Putting managers at the heart of performance management

CASE STUDY - Travel & Tourism

CHALLENGE

"How soon do Contact Centre agents become profitable, showing the return on investment in training, and what can we do to our induction processes to reduce waste and speed up time to breakeven on recruitment and induction costs?" "What information can we give clients to help them make better investment decisions on customer service training?"

RESEARCH & ANALYSIS

  • The best agents in the Contact Centre reach breakeven in half the time of the weakest agents
  • The steepest agent loss occurred soon after induction training
  • In general, those who reach breakeven early, go on to become more than twice as valuable as those who take longest to reach break even

APPROACH

  • To identify the value added per agent - return on investment in training
  • Data gathering on new recruit staff churn
  • Mapping staff churn to early performance data
  • Calculating payback periods for new recruits
  • Mapping payback periods to performance over six months
  • Collecting performance data on new recruits who churn fast
  • Seeking predictors of early churn
  • Tabulating and graphing data to seek relationships and predictors of performance compared to churn over several time periods in first year of employment
  • Building a model for future measurement of value added per agent

IMPACT

  • Client knew the true cash flow impact of recruiting for the first time
  • Client changed induction procedures to enable quicker identification of those who would not reach breakeven
  • Client re-focused subsequent training on higher performers, giving an enhanced overall performance to the Contact Centre
  • Outsourcer had model to support a value add-based discussion with client, rather than a cost reduction /li>

NEXT STEPS

  • To use model for calculating time to payback on a regular basis
  • To establish what relationship exists, if any, between increasing Customer Service levels and sales performance
  • To establish the value for Customer Service to the client overall (return on investment in training)

FEEDBACK

  • "Really practical. It actually helps us work with the client to get the best investment decision." Sales Director - outsourcer
  • "Very useful information. It enabled us to use our training budget more effectively." Outsource Project Manager – Client