| Call Center Research |
01.07.2009
Research demonstrates value of having the right recruitment strategy
New research from the Professional Planning Forum on Absence, Attrition and Recruitment in contact centres show that those organisations that do focus on recruiting the right people reap the benefits through lower absence and attrition rates, improved knowledge retention and a better customer experience.
Absence is running at circa 7%, which is a clear sign that things are not right in our centres. Absence targets are also still not being met, with only 38% achieving their internal targets. However where improvements are being made, the research shows the following main reasons for absence improvements:
• Robust absence management policy (78%)
• Employees are treated consistently (51%)
• Work-life balance and flexibility (43%)
• Right people recruited for the job (42%)
• Staffing levels are better (29%)
Typical comments included:
“The introduction of flexible working has assisted in keeping levels low and also giving staff breaks and understanding the different needs of staff. You help them in return they help you.”
“The quality of team management matters. Good team managers have better attendance rates and in most industries I have worked in this conclusion has been true.”
Attrition is a more positive story with 68% achieving their internal targets and an average attrition rate industry wide of just 23%. The main reasons for attrition improvements include:
• Right people recruited for the job (60%)
• Skills development opportunities (44%)
• Work-life balance and flexibility (37%)
• Management/employee comms (34%)
• Management style/ethos (33%)
72% regard their attrition rates as either excellent or satisfactory, however this figure drops to 54% when looking at attrition within the first 12 months. Recruitment and induction were the key areas to focus on when looking to improve short term attrition rates. Typical comments included:
“We have a robust recruitment policy which attempts to ensure we have the right people and commitment coming through the door.”
“Be open and honest with new starters, don't try to sell the job through rose tinted spectacles as new starters will quickly become disillusioned and will lose trust in you.”
The choice of how we recruit certainly impacts absence and attrition levels, with those using recruitment agencies seeing higher levels than those who recruited directly.
Do you regard the following as a cause for concern or significant problem?
Absence Attrition Short term attrition
All 53% 24% 46%
Directly recruited (perm) 48% 28% 44%
Agency recruited (perm) 65% 35% 50%
Agency recruited (temp) 62% 38% 69%
The research clearly demonstrates the value of planning ahead and investing in both the method of recruitment and the ongoing development of all employees, even in recessionary times.
The Professional Planning produce regular research to benchmark best practice in contact centre planning. Further details can be found at www.planningforum.co.uk.
For further details contact:
Katherine Potter, Katherine.potter@planningforum.co.uk
Or Steve Woosey, steve.woosey@planningforum.co.uk
Tel. 0333 123 5960
The Professional Planning Forum (www.planningforum.co.uk) is the independent industry body for effective resourcing and planning in the contact centre industry, working across all industry sectors to provide specialist support for contact centre professionals. Championing the importance of these critical skills, the Planning Forum is widely recognized for its best practice research and case studies, as well as the results-focused nature of its professional development training and in-company workshops.
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29.06.2009
Noble Systems Partners with Cynergy Telecom
Atlanta, GA – June 29, 2009: Noble Systems Corporation, a global leader in innovative contact center technology solutions, has partnered with Cynergy Telecom, a telecom management provider with 40+ years of experience, to offer superior telecom services for Noble Systems clients at a more affordable price.
Telecom expenses are a huge part of a contact center’s budget. Many companies are paying too much for their phone service and are unaware of it. Incremental charges, round ing up, fees, and short-duration calls are all crucial elements to a call center’s telecom use. Noble Systems has researched the market to find the best combination of value and service, and has selected Cynergy as a preferred provider to help clients achieve maximum efficiency, realize significant financial benefits, and manage their everyday telecom needs. In addition to saving call center’s money on their telecom service, Cynergy can manage the relationship with the telecom provider directly – including any issues with service and quality – so clients can focus on their business and not on resolving issues with the telecom service.
“Cynergy is very excited about the opportunity to partner with a company like Noble Systems. Their customer-centric approach, much like our own, creates value beyond the product itse lf. This relationship will allow existing or new customers to utilize the expertise of both companies to achieve significant savings while improving quality and service. The telecom services side of the business has recently seen tremendous changes that are affecting customers of both organizations; together, we hope to minimize the impact by providing flexible, value-added solutions. We look forward to a long and mutually beneficial relationship for years to come,” said Jeff Cohen, Managing Partner at Cynergy Telecom.
James K. Noble, Jr., President & CEO of Noble Systems, says, “Cynergy Telecom can help a contact center save money on one of its largest expenses with effective telecom management. Cynergy brings together industry knowledge and creativity to help companies efficiently manage and control their telecom assets and expenses. We feel so strong ly that Cynergy is the best choice, we made them our own provider, and now we are recommending them to our clients. Cynergy will consolidate your telecom requirements in a solution that is custom fit for your business.”
About Cynergy Telecom
Cynergy Telecom is an Atlanta based company specializing in “Best Practice” Telecom Management (TM), Telecom Expense Management (TEM) software and consulting services for both domestic and international companies ranging from mid-sized to very large Enterprises corporations. Cynergy helps clients strategically manage telecom spend, streamline telecom inventories, assist in the migration of network, source optimum provider/vendor contracts, ensure contract compliance and reduce overall telecom expenses. Since 199 6 Cynergy has offered a comprehensive strategy for designing and managing telecom solutions specially suited for each of its clients with a goal of cost reduction through the use of new technology and network options. Vision®, Cynergy’s web-based, proprietary software, enables companies to manage complex telecom assets in an online, real-time environment, providing complete visibility of (and control over) companywide telecom spending to manage telecom inventories, reduce telecom expenses, manage changes (adds and deletes), audit telecom invoices and accurately allocate telecom expenses across the entire enterprise. www.cynergytelecom.com
About Noble Systems
Noble Systems Corporation (NSC) is a global leader in contact center technology solutions, providing innovative products since 1989. Every day, millions of customer contacts are made by agents at 2,000+ client installations worldwide using the award-winning Noble platform for inbound/outbound/blended communications. The scalable Noble® Solution includes advanced ACD and predictive dialing; unified contact processing; and integrated IVR, recording, messaging, quality/monitoring systems, scripting, workforce management, and real-time reporting and management tools. Based in Atlanta, GA, Noble Systems was the first vendor to offer an open, scalable, fully-distributed platform. For more information on this i tem or the company, contact Lee Allum at 1.888.866.2538 x538 or visit www.noblesys.com.
Noble, Noble Suite, Noble Systems, and the N-logo are trademarks of Noble Systems Corporation.
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04.06.2009
Florida Hospital-Adventist Health Systems Receives "Best Practices" Award
Florida Hospital-Adventist Health Systems Receives "Best Practices" Award for Contact Center Technology from Noble Systems
Premier healthcare provider improves customer service and increases collections
Atlanta, GA – June 4, 2009: Noble Systems Corporation, a global leader in innovative contact center technology solutions, recently presented the ‘Best Practices Award’ to Florida Hospital – Adventist Health Systems. The award was announced at the SNUG 2009 Conference – a gathering of the Select Noble Users Group – held last month in Atlanta, Georgia.
The ‘Best Practices Award’ recognizes Florida Hospital – Adventist Health Systems for its use of technology and best practices to build a unified call center environment for its organization. The Hospital has combined services for its Customer Service, Collections, and Patient Pre-Registration teams into a single call center, serving over 1 million patients per year. The Hospital uses the Noble® Solution for blended inbound and outbound calls, with integrated IVR and text-to-speech tools and 100% digital recording of calls. The Hospital’s Pre-Registration programs have reduced wait times by 15-30 minutes per patient and have increased patient pre-payments. The Collections team uses “Virtual Agents” to leave automated messages with personalized information, which is helping to reach more patients and increase collections without typing up agent resources, saving the Hospital time and money. Automated surveys by the Customer S ervice team show an improvement in Customer Satisfaction. Using the Noble technology to integrate its call center activities has helped Florida Hospital by adding functionality, increasing efficiency, growing collections, and improving customer service.
The Select Noble Users Group is designed to enhance the client’s investment in the Noble contact center management solution. SNUG membership brings a variety of benefits to its members, including programs and events focused on building the relationship between Noble Systems and its clients.
“Being a part of the Select Noble Users Group and attending Noble Systems’ annual user conferences has been an empowering building and networking tool that has continued to help Florida Hospital improve it’s Best Practices and to fully use the technology available from our Noble Solution,” sa ys David Robinson, Florida Hospital System Administrator for the Noble platform.
Chris Hodges, Senior Vice President of Sales & Marketing at Noble Systems, says, “Florida Hospital – Adventist Health Systems has been a Noble Systems client for nearly a decade, and they continue to evolve their contact center and increase efficiencies and performance with the Noble technology. Through our partnership, we have been able to help the Hospital reach its goals for process and service improvement year over year, from Pre-registration to Patient Bad Debt, and all the touchpoints in between, and we look forward to continuing to supporting them in their future activities.”
About Florida Hospital – Adventist Health Systems
Florida Hospital is one of the largest healthcare providers in America and a national leader in cardiac care. Established in 1908, Florida Hospital now includes almost 2,200 beds on seven campuses. Florida Hospital is dedicated to improving lives not only in Central Florida, but also around the world. As a destination hospital, it is committed to serving the health care needs of its patients with a holistic approach to heal the mind, body and spirit, striving to be the hospital of choice for patients, physicians and employees. Florida Hospital is the flagship hospital of the Adventist Health System – a not-for-profit healthcare organization that emphasizes Christ at the center of care. Founded in 1973, Adventist Health System has quickly grown to become the largest not-for-profit Protestant healthcare provider in the nation.
About Noble Systems
Noble Systems Corporation (NSC) is a global leader in contact center technology solutions, providing innovative products since 1989. Every day, millions of customer contacts are made by agents at 2,000+ client installations worldwide using the award-winning Noble platform for inbound/outbound/blended communications. The scalable Noble® Solution includes advanced ACD and predictive dialing; unified contact processing; and integrated IVR, recording, messaging, quality/monitoring systems, scripting, workforce management, and real-time reporting and management tools. Based in Atlanta, GA, Noble Systems was the first vendor to offer an open, scalable, fully-distributed platform. For more information on this item or the company, contact Lee Allum at 1.888.866.2538 x538 (lallum@noblesys.com), or visit www.noblesys.com.
Noble, Noble Suite, Noble Systems, and the N-logo are trademarks of Noble Systems Corporation.
_________________________________________
Download the complete press release.
For more information on this news release,
or for other company data, please contact
Noble Systems Corporation:
Mr. Lee Allum, VP Marketing
Noble Systems Corporation
1.888.8.NOBLE.8 (1.888.866.2538) x538
lallum@noblesys.com
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