Retaining Call Center Representatives: Call Center Talent Management Tools for benchmarking from Thomas International USA

Retaining Call Center Representatives

"The turnover at our call center is costing us millions of dollars. The revolving door scenario means we are in an endless cycle of recruiting and we have no time to focus on managing the business for future success!"

At Thomas International USA, we understand how you feel. Most call centers face the following challenges:

Managing schedules based on poor attendance issues
Competitors paying higher wages
Team leaders are newly promoted and have little people management experience
As service models become more complex the on-boarding timeline increases while productivity decreases
Competition from international call centers have resulted in smaller profit margins and fewer resources

All of these issues can create costly turnover and result in a failure to meet client needs and expectations.

Studies show that successful call center reps have some or all of the following qualities:

Enjoy supporting and helping others
Happy to remain at one workstation for long periods
Work at a step-by-step pace
Concern for rules and company policy
Cooperative and friendly while preserving high call volumes
Non-aggressive and counseling communication style

"How can I select more call center reps with these skills? Is there a call center talent management tool that can assist?"

Using the Thomas International Call Center Benchmark process you can identify the ideal call center job description for your business and understand the qualities that make your top performers successful. The process begins by gathering the opinions of team leaders, call center directors and HR. These opinions are gathered using a DISC-based call center job test. Current call center reps that are performing optimally in their roles are then assessed using a DISC-based personality test or behavioral assessment. The trends from the personality test are then combined with results from the call center job test. The outcome is a call center benchmark. This process is in compliance with EEOC guidelines and fits easily into your current process.

By establishing the call center benchmark you are able to measure potential candidates using our DISC-based pre-employment personality test. Once candidates are assessed you will know how well they fit your call center job description. Furthermore, situational interview questions can be developed from your job description. Team leaders can use the call center job description to engage existing employees and accelerate the on-boarding process for new employees. The Thomas International Call Center Benchmark process can have a positive impact on frustrating turnover levels, increase team leaders effectiveness, and increase overall productivity.

Interested in Call Center Benchmarking for your business? We want to hear from you.

Call our toll free number 1-888-597-6455
Write to us or email us
Complete our online needs analysis form

TRC Group
TRC wanted to decide what they were looking for in terms of behavior and ability from prospective recruitment consultants so they looked at their existing consultant base first. To identify the right candidates the company completed a Benchmark on the recruitment consultants already working for them.

Pre-employment testing

Aptitude tests

Behavioural assessment

Select top franchisees

Cost of Turnover
See an example of the cost of turnover for the Customer Service Representative position in a call center environment.

Tips on buying a talent management tool
18 questions you need answered before purchasing a talent management tool!

See sample job reports for the call center industry:

Call Center Rep Inbound Complaints Focus

Call Center Rep Technical Focus

Call Center Rep Outbound Collections Focus

Call Center Rep Outbound Sales Focus

Call Center Audit

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