High Turnover Causes Call Center Outsourcing, Organizations Need Help!

Aug. 25, 2008 - PRLog -- Phoenix, Arizona - Global competition has brought increased interest in the need for US companies to improve efficiency and effectiveness. Outsourcing has brought about unique issues in the service industries. One field of growing concern is the call center industry which has recently experienced the loss of over 250,000 jobs to cheaper overseas competitors like India. Although US organizations are not able to compete in terms of employee wages; they can consider one significant cost factor. Call center turnover is alarmingly high. Most estimates put turnover between 60 and 80% annually, which is about double when comparing it to the overall service industry.

Call center employee training is expensive considering it involves developing knowledge of complex systems and products. Turnover costs must also consider other factors such as lost productivity and increased strain on remaining workers, which leads to employee burnout and even more turnover.

Dr. Michael Shaw, co-founder and President of SilkWeb Consulting & Development, recently conducted a study on turnover in call centers and discovered a significant relationship between turnover and employee-organizational value alignment. As employee perceptions that the organization’s values aligned with their own increased, employee commitment also increased. Commitment is widely considered a highly accurate measure of employee turnover.

SilkWeb Consulting & Development will help your organization understand its turnover problems and develop innovative ways of improving the problem through its business consulting services.

About SilkWeb Consulting & Development, LLC:
SilkWeb was formed in 2006 by Dr. Michael Shaw and Laurel Silk. Based in Phoenix, Arizona SilkWeb focuses on training and development using proven instructional design methods combined with educational technology to bring corporate clientele the most useful and up-to-date online training courses on the market.

For more information, call SilkWeb Consulting & Development, LLC at: 623-465-5956 or email at info@silkwebconsulting.com or visit their Website at www.SilkWebConsulting.com

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SilkWeb Consulting & Development offers web-based training and custom course development, business and education consulting, editing and writing services, career coaching including resume writing, instructional design, and much more.