ABT provides the best software and consulting services to reduce turnover and retain the best, most productive CCRs.
DELRAY BEACH – Contact Center Representatives (CCR) can make or break a contact center business.
A trained, professional CCR is a key asset to a contact center business and is very hard to replace. They are critical in increasing sales and market penetration, sustaining competitiveness, and ensuring quality customer relationships.
Employee retention and productivity is also directly tied to higher ROIs, revenue streams and the ultimate success of the business.
Thus, reducing turnover and recognizing and retaining the best, most productive CCRs is very essential to operating a contact center.
One of the biggest challenges in the call center industry is retaining top CCRs. It is fundamental to the operation of a call center that their best employees are identified, assessed and retained.
Studies have shown that an average call center can suffer up to 200% attrition in a year, which means that significant resources and time are spent on addressing this employee turnover.
It is important to discover the most significant factors contributing to less than desired motivation and skills that affects your CCRs and their longevity in your workplace.
Such assessment prevents disruption in call center operations by negating the need to interview a constant stream of applicants, constantly fixing mistakes of mediocre employees, and-most importantly-not losing customers because of poor customer service.
Applied Business Technologies (ABT) is a leader in the contact center industry in enabling organizations to address and increase employee retention by measuring and tracking specific criteria and results which allows a call center operation to retain CCRs-and protect their bottom line.
The professionals at ABT are call center industry experts in assessing a contact center’s work environment and provide complete, personalized solutions to address CCR retention in several crucial areas utilizing cutting edge Call Center software, call recording solutions, and quality monitoring platforms.
Our evaluation and implementation of solutions employing both our expertise and experience with employee retention issues leads to better retention of key personnel and call center operations, significant cost savings, improved competitive advantage, and most importantly, increased profitability.
ABT offers call recording and quality monitoring solutions that allow call center supervisors to audit and score CCRs based on specific criteria that can measure agent performance, identify their strength and weaknesses, and other gauge other measures that will increase agent moral and reduce staff turnover.
With call center software assessing the contact centers performance in several key areas, we can help you assess and maintain an environment that will allow you to retain personnel-and achieve important cost savings from reduced turnover.
Our solutions are cost effective, easy to install and maintain, integrates effectively with many different call center technology, and supports all telephone platforms.
Isn’t it time for you to contact ABT for a consultation to increase your CCR retention?
Call me today at 561-282-6318 or email me at rmorriss@appliedcorp.com and let’s get started today building your employee retention and profitability.
