Work At-Home Agent Workforce Survey - September 2009 Survey participants shared input on their work at-home agent workforce as well as some of the processes and challenges they have experienced. Data is provided on demographics, retention, challenges to ramping up, challenges to scaling, training and tools.
Cost Reduction Methods in the Call Center 2009 – April 2009 Knowlagent surveyed and interviewed call center leaders to discover the cost reductions they are making and the safeguards in use to protect customer loyalty. This report shares those results.
What's Happening At Home: Survey on Work At-Home Agents – April 2009 Participants shared their practices and plans regarding work at-home agents. Topics include: drivers, challenges, logistics, piloting, and management processes.
Inside Look: Coaching Snapshot – November 2008 This snapshot report contains results in each of the following areas: time spent in coaching call center agents, coaching schedules, supervisor activities, concentration of agent coaching, measurement, challenges and processes.
Retention Practices in Hiring Processes – September 2008 Survey respondents shared information regarding challenges, continuity of processes, efficiencies and effectiveness of processes, assessment use, time to hire, and retention goals.
The Impact of Performance on Attrition – April 2008 This survey sought to explore the link between performance and attrition in the call center. Data points address: attrition by tenure, continuity across agent stages, new hire training, attrition by performance level, tenure by performance level, training and communication practices.
Attrition Stages - Across the Agent Lifecycle – March 2008 Participants in this survey shared attrition data at different agent stages, hard and soft costs, impact of attrition in the call center at each stage, frequency of training, and use of hiring information.
0-90 Attrition Benchmarks – January 2008 This survey focused on early attrition and includes data points on "selling" the candidate, previewing the job, communicating critical factors, further breakdown of early attrition stages, and proficiency timelines.
Fit and Attrition – November 2007 Participants in this survey responded to questions related to agent-reported reasons for attrition in the call center, approach to job fit, use of assessments, ownership of the attrition problem, and prioritization of attrition.
The Impact of Attrition on the Call Center – August 2007 Survey respondents shared data on their goals, success towards goals, obstacles to goals, impact of attrition on goals, attrition across the lifecycle, root causes of attrition, methods of reducing attrition, and retention progress.
Coachpalooza Summary Report – October 2005 To better understand the call center agent coaching environment, Knowlagent conducted Coachpalooza, a focus group series. This summary report includes all 20 distinct key findings as well as all survey response data.
