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Introduction

Average annual agent turnover in contact centers ranges between 30–45%, resulting in a major drain on time and financial resources. A concept known as "hour banking" may be a solution to the problem.

Highlights

  • As the industry grows more aware that higher levels of contact center agent contentment breed higher customer satisfaction, managers see improved employee engagement and satisfaction as a crucial goal for their centers. "Hour banking" may be the solution.

Features and Benefits

  • Evaluates a potential solution to contact center agent discontent and employee churn – "hour banking."
  • Helps contact center managers assess the potential effectiveness of "hour banking" as a solution to expensive agent churn.

Key questions answered

  • Is there an efficient and effective way to improve agent satisfaction and contentment with minimal expense?
  • What concerns do I need to consider before implementing an agent "hour banking" system in a contact center?

Table of contents

Ovum view

  • Summary
  • Agent disengagement and churn are reducing margins
  • Pros and cons of hour banking must be evaluated case by case
  • Hour banking is worthy of a trial in most centers

Appendix

  • Further reading
  • Author

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