ICMI and TalentKeepers 2007 Employee Retention Trends Survey
Thank you for completing this survey. Your participation entitles you to a free, detailed report on the findings, analysis, conclusions and recommendations of this research. The survey will take you about 10 minutes to complete.
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1. In the past 12 months, has unwanted turnover in your organization:
2. In the next 12 months, do you expect unwanted turnover in your organization to:
3. In the next 12 months, do you expect unwanted turnover in your industry to:
4. A. What is your *internal turnover rate for the last 12 months? *Internal turnover = staff going to another department within your organization.
B. What is your annual internal turnover rate objective?
5. A. What is your *external turnover rate for the last 12 months? *External turnover = staff going to another organization.
B. What is your annual external turnover rate objective?
6. Do you measure voluntary (agent quits) versus involuntary (agent terminated) external turnover?
Yes No
7. If yes:
B. What percentage of the overall external turnover (for the 12-month time period) is involuntary turnover?
Select One 0-5% 6-10% 11-15% 16-20% 21-25% 26-30% 31-35% 36-40% 41-45% 46-50% More than 50%
8. What is the average length of employment for full-time agents?
9. Listed below are some common causes of turnover among agents. For each cause, indicate how often it is a reason for turnover among agents in your call center.
Please rate using the following scale:
10. What percent of your turnover could be considered no call/no show, or job abandonment?
11. Does your organization track turnover by individual leaders?
12. Which function or position(s) in your organization has the highest turnover? (shift, type of call, etc.)
13. At what stage of employment do you experience the highest turnover?
14. Please check the top 5 issues impacted by turnover in your organization:
15. Please estimate the average direct cost when a front-line employee leaves. Consider costs such as advertising, screening, testing, selection, orientation, training, overtime or temporary labor, materials, etc.
16. To the extent possible, please estimate the average indirect cost when a front-line employee leaves. Consider costs such as lost productivity, lost sales, poor service, lost revenue, lower morale, missed opportunities, etc.
17. Please estimate the average direct cost when a management employee leaves. Consider costs such as advertising, screening, testing, selection, orientation, training, overtime or temporary labor, materials, etc.
18. To the extent possible, please estimate the average indirect cost when a management employee leaves. Consider costs such as lost productivity, lost sales, poor service, lost revenue, lower morale, missed opportunities, etc.
Select One Less than $500 $500 - $1,000 $1,001 - $2,500 $2,501 - $5,000 $5,001 - $7,500 $7,501 - $10,000 $10,001 - $20,000 $20,001 - $30,000 $30,001 - $40,000 $40,001 - $50,000 More than $50,000
19. Please check the retention programs and initiatives currently offered by your organization. Check all that apply:
20. How effective is your organization at attacking turnover through organization factors such as pay, benefits, employee programs and culture?
Select One Highly ineffective Ineffective Moderately effective Effective Highly effective
21. How effective is your organization at attacking turnover through job factors such as flexible schedules, on-going training, up-to-date tools, equipment and technology, job rotation and a safe environment?
22. How effective is your organization at attacking turnover through leader factors such as building trusting relationships, fair and flexible treatment, coaching and development and good communication?
23. Does your organization have specific programs aimed at retaining employees by improving the retention skills and practices of leaders?
24. To what extent do your leaders believe their actions and skills are a major contributor to employee retention?
25. To what extent do you believe your leaders have the skills to retain your best employees? (Talents such as building trust, being flexible, communicating effectively, building self esteem of employees, monitoring signs of impending turnover, etc.)
26. On average, how many agents does each one of your front-line leaders supervise?
27. Are leaders in your organization held accountable for retention through specific, measurable performance goals?
28. Do you involve agents in engaging and challenging off-phone tasks and projects?
29. If yes, in which off-phone tasks and projects do you involve agents? (check all that apply)
30. Is there a formal skill path in the call center that enables agents to earn a higher hourly rate after attaining specified skill sets?
31. Is there a formal career path that enables agents to advance within the call center or to other positions within the enterprise?
32. If yes:
A. What percentage of your agents has been promoted within the call center in the last year?
B. What percentage of agents has been promoted OUT of the call center (but still within the organization) in the last year?
33. Do supervisors set professional development goals with agents to help them advance in a chosen skill/career path?
34. Have you encountered organizational obstacles in developing career or skill paths for your call center?
35. If yes, identify reasons (check all that apply):
36. Does your organization track and report key retention data (rates, costs, trends) to executives on a regular basis? Yes No In some cases
37. For your organization's executives, how important is employee retention as a strategic priority?
Select One Not Important Somewhat Important Important Very Important Extremely Important
38. Which of the following industries best describes your organization?
Select One Aerospace Agriculture Automotive - Mfg. Automotive - Retail Business Services Computer/Electronics/IT Outsourced Contact Center Educational Services Entertainment Finance/Insurance/Real Estate Government Healthcare/Pharmaceutical Hospitality Information Services Membership Organizations Oil/Gas/Petrochemical Personal Services Retail Trade Telecommunications Textile/Apparel Transportation Utilities
39. How large is your organization's workforce? Select One Less than 500 500-1000 1001-5000 5001-10,000 10,001-50,000 More than 50,000
40. Please check all of the types of calls that are handled in your center
41. How many seats does your center have?
