Contact Center Management
Contact Center Attrition
We Can Customize a Retention Strategy to Meet Your Needs
JUST RELEASED!
The Northridge Group’s State of Customer Experience 2023 research report reveals a surge in preference for online agent chat versus phone amongst 18-35-year-olds—the first time online chat has eclipsed phone!
Our Approach
Employee Retention
Do you have trouble hiring and retaining enough Contact Center employees to meet your workforce plans or business needs? Are you finding that employee morale is low and new-hire attrition is high? If so, you’re not alone. Many Contact Centers struggle with high attrition rates and a lack of qualified candidates, but there is hope.
Our Approach
The Northridge Group can work with you to expertly design a better hiring process.
Improvements in hiring processes can significantly reduce Contact Center attrition. The Northridge Group helps clients refine their hiring process through:
- Job and market analyses
- Competency modeling
- Success profiles
- Assessment and selection processes and tools (such as competency-based interviews and skill/cognitive/fit assessment instruments)
- Reviewing and adjusting job descriptions to attract a diverse workforce
Our Solutions
Our team of experts will design a workforce retention strategy that meets your specific needs.
We’ll assess the employee engagement trends at your Contact Center and create a plan to improve employee morale, increase productivity and reduce attrition. Our solutions may include:
Improved hiring/onboarding strategies
Assessments of current employee skillsets and identification of gaps in employee skills
Development of compensation plans that are fair and competitive
Defined career pathing that motivates employees and rewards them for their dedication and success
Strategies for keeping employees happy and engaged
Strategies for addressing equity gaps across the organization
Remedies for issues such as new employees failing to thrive and employee performance that doesn’t meet expectations
Optimizing processes and technology to enable a productive remote workforce
Northridge Success
Training Program Improves Participant Experience and Operational Efficiency for Major Investment Firm
A Fortune 300 investment firm engaged Northridge to design and deliver a structured (in-person and remote) coaching and training program for frontline Contact Center managers to support the successful implementation of their new Frontline Excellence Model.
Northridge Perspectives
Improve Medicare Star Rating Numbers by Teaching Kindness
Recent adjustments to the Medicare star rating system have had a negative impact on countless insurers, hospitals, and care providers. Entities that provide Medicare Advantage Plans have been hit particularly hard, as the adjustments may have dropped their star...
The Impact of ChatGPT on Contact Center Performance
ChatGPT is all over the news, especially since it has been reported that Microsoft may be considering a significant increase to its 2019 investment of $1 billion in OpenAI, the hottest startup in Silicon Valley and the creator of ChatGPT. The $10 billion investment...
Increasing Contact Center Efficiency by Increasing Associate Ramp Speeds
A challenge our clients frequently encounter is difficulty keeping their contact centers staffed efficiently with the right balance of experienced associates and new hires. Attrition is a continuing problem, and it can take up to a year for new associates to become...
Additional Contact Center Management Services
Let’s Talk About Your Organization
Northridge helps clients identify the root causes of employee turnover and implement measures to address specific problems, motivate employees and improve associate retention.
