Contact Center Management

Contact Center Attrition

We Can Customize a Retention Strategy to Meet Your Needs

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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

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Hiring Process

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

leveraging data

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.

Read the Success Story

Northridge Perspectives

Automation and AI in Telecom Contact Centers

Automation and AI in Telecom Contact Centers

Ever-increasing customer expectations for telecommunication services make it difficult for telecom service providers to deliver gratifying personalized customer experiences across channels, while simultaneously keeping costs down. To overcome this challenge, telecom...

How to Manage Multiple Evolving Channels

How to Manage Multiple Evolving Channels

Effective technology application, agent recruitment and training are critical to help customers conduct complex interactions. In recent years there has been an uptick in the number of digital channels through which customers can be engaged. These range from websites...

Additional Contact Center Management Services

Workforce Management & Audit Benchmarking

Workforce Management Assessment

Resource Utilization Strategy

Contact Center Capacity Planning

Short-Term Forecasting & Scheduling

Real-Time Contact Center Management

Labor Strategy & Performance Optimization

Training & Coaching Assessment

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.

Let’s start a conversation

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