Traditional Call Centres
Is high staff turnover affecting your customers?
The usual call or contact centre is based in a central geographic location, creating restrictions on staff availability, high overheads and low levels of flexibility.
The traditional call centre is task and process driven. This often leads to skilled agents working on boring and repetitive campaigns. Staff turnover is high, tends to be young and inexperienced, and probably has less than 6 months' tenure with the organisation.
Customer satisfaction is pitifully low and as consumers... we all have our stories.
Customer satisfaction is pitifully low and as consumers... we all have our stories.
We strive to keep pay rates well above the average for each role, to recognise the staff’s quality and value to the organisation.
Maygenta Insight
Research
-Homebased researchers
-Highly affordable
-Extensive blue chip client list
...Read More
Research
-Homebased researchers
-Highly affordable
-Extensive blue chip client list
...Read More
Attrition is a real issue in the industry, currently running at 22% per year(ContactBabel) Analysts at Gartner Dataquest, estimate that staff costs equate to 70% of contact centre overheads.
For many people, working from home is more comfortable and far more productive than being in a sometimes noisy office environment. For this type of person-- the virtual contact center provides a place of employment that both the employer and employee can benefit from.(tmcnet.com)
We expect homeworking to increase by 40% over the next 5 years. It’s a fantastic opportunity for people who would like to explore working from home. At the AA, we’re currently recruiting to our homeworking team and we’re always on the lookout for people who want to work this way(AA)