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Call Center Talent Management


Your call center is perfectly staffed to obtain the same sales results in 2018 that you obtained in 2017. Are you ready to change your staffing strategy? Using sales performance metrics or service performance metrics, we help you create a call center talent management system that becomes more powerful and more precise the longer you use it. Job satisfaction surveys and employee engagement surveys will help you retain your call center employees. Join Neil Clark for a one-hour webinar to learn how you can as much as double your call center productivity! Learn how you can reverse the 80/20 Rule. You will need to replace your current low performers (about 20%) with high performers. During the webinar, Neil will discuss:

  • Integrating your talent assessment, onboarding and coaching strategies
  • Monitoring selection accuracy using high performer models (HPM’s)
  • Add more pay-for-performance compensation and track staff tenure.
  • Linking your high performer models, with job satisfaction metrics including absenteeism and turnover
  • Creating a high performance call center culture through innovative incentives and rewards systems (more than $)
  • Reversing the 80/20 rule, by replacing your bottom performers (20%) with high performers using your HPM’s

When: The second Tuesday of each month

Cost: FREE

Register Now

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Using high performer models (HPM), developed by a study of your current top performers (top 20%) we can show you how to systematically replace your low performers (bottom 20%) until you have reversed the 80 / 20 rule. An 80 / 20 Rule reversal means that 80% of your call center sales staff meets your original high performance criteria.