0-90 Day Attrition Survey

January 2008
 How do you sell the candidate on the company?

10%
Other (please specify)

We are not in a competitive call center hiring 13%

market.

28%
Our web site sells the company

19%
Our online hiring process sells the company

37%
Other agents and supervisors sell the company

67%
Recruiters sell the company

Recruiters are key to selling the candidate for 67%.

 When do candidates preview the job?

Candidates do not 41%

preview the job

37%
Before an offer

19%
Before a live interview

3%
Before a phone interview

41% do not incorporate job previews into hiring process.

 How do candidates preview the job?

10%
Other (please specify)

They experience a simulation that includes 9%

application navigation and phone call

2%
They listen to a recorded call

They talk to recruiter or hiring manager 37%

8%
They talk to experienced agents or supervisors

22%
They sit with an agent or supervisor on the floor

12%
We do not let candidates preview the job

Recruiters and hiring managers are responsible for accurately

portraying the job for more than a third.
 How do candidates first learn critical aspects of the job?

9%
Other (please specify)

They learn them during 27%

new hire training

They review them online

6%
as a part of the
screening process

They talk with agents 8%

and/or supervisors

50%
Recruiters tell them

While half leave critical job aspects to recruiters, more than a quarter
leave the communication until after hiring.
 Where does most early attrition occur?

2%
Other (please specify)

6%
After a new agent reaches full proficiency

Once agents are on the floor, but less than fully 54%
proficient

During nesting 10%

7%
At the end of new hire training

19%
During new hire training

2%
Before new hire training

The majority of respondents experience the most attrition after they

have invested fully in training but before the agent is proficient.
 How long does it take to reach proficiency?

24%
6+ months

38%
4-6 months

28%
2-4 months

10%
1-2 months

90% have learning curves longer than 2 months. Almost a quarter invest
more than 6 months in getting agents up to speed.
About the Survey

• Webinar registrants solicited for online survey

• Results shared during webinar
• 1067 participants across industries
About Knowlagent
• Knowlagent has enabled companies
around the world to manage call center
agents for 13 years.
– Hiring
– Training
– Communications
– Coaching

• Easy to use on-demand software

– No capital expenditures
– Deployable in 30 days
– Accessible via the Web
– Enabling more companies to optimize
frontline performance faster and more
affordably than ever before.

• For more info:

kengle1@knowlagent.com