News

CCA Spring Workshop Programme
Manchester
 

Attrition on the rise again?
 

Two years ago, attrition was costing contact centres around £1bn annually. In some ways the recession provided a remedy for this problem and brought many positive culture shifts as employees sought to up-skill and organisations saw a significant reduction in absence levels. However, signs may be indicating that this remedy has been short-lived and that attrition and absence are on the increase again.

Performance management is clearly challenging for all businesses and if attendance rates and associated costs are causing concern in your contact centre then you will enjoy and get value from this interactive one day seminar. As a delegate you will:

• Understand the reasons for absence in your contact centre
• Understand the impact of your front line managers as a key to reducing absence
• Be able to improve your team dynamics and understand how these can build attendance
• Share best practice from CCA members to drive down absence costs
• Develop an action plan for monitoring and improving your attendance rates

Other workshops running include:

Managing Complaints & Abusive Customers
CCA Global Standard Version 5
Improving Team Performance
Dealing with difficult conversations

CCA is an independent organisation with its values rooted in improved professionalism and customer excellence.

To BOOK or for further details please contact katie.anderson@cca-global.com