I'm not sure what our figure is now on the call center floor, but I was told about a year ago it was 40% a year. Observation told me it was a believable figure... I've seen a lot of people leave in the two years I've been there.
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When I worked at Lowe's, I wouldn't even bother to learn the new cashiers' names. They would be gone in 2 weeks, so why bother?
Turnover was very high in that store, because management sucked, and they didn't want to pay their workers.Age and wisdom don't necessarily go together. Some people just become stupid with more authority.
"Who put the goat in there? The yellow goat I ate."
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Quoth Kara_CS View PostI don't know the actual number, but we lose about 90% of our new-hires within 90 days of employment. The average training class starts with 12-18 new hires, and there are usually 3-4 training classes going at a time. I was in a class of 13. There are 3 of us still working here.
Now, we have 700+ reps in our call center. The reason we lose so many is that most people come in thinking it's going to be an easy job just sitting around talking on the phone all day. Then they find they can't take the emotional abuse every single day and just stop coming in (of the people who quit, most are no-call no-shows).
When I came in for my interview, they flat out told me that this was not an easy job. That I would be dealing with angry, unreasonable, demanding people every day and that if I thought I couldn't take it then I should turn around and walk out the door right then and there. I enjoy it, but I've literally seen people stand up, throw their headsets down, and walk out the door never to be seen again.
Quoted for truth. New hire classes usually are 10-12 per class in my center and I'd wager half of the average class is gone within 6 months. Now it's not always due to people quitting/getting fired, sometimes people switch departments or get promoted, but a lot of people get hired thinking they can just goof off 8 hours a day and end up crapping their pants over getting yelled at by crazy moonbats."You know, there are times when it's a source of personal pride not to be human." - Hobbes
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Worst turnover rates..
It would have to be the Convergys in Hazelwood - SBC DSL project.
They hired them in by the 30s and 60s every 2-3 months to replace the 30-60 people they lose every 2-3 months.
Every 6-9 months it's about 30 people that have been there for a year+ and about 90-180 relatively new staff.
The job was great in exception to scripts.
The pay wasn't that great but it was the best I could do for my experience and the time frame (2001-2002).
Oh, and the management? Downright horrible.. *twitch!*
Blade_RaverFixing problems... one broken customer at a time.
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I've been at wal mart for 6 months, I don't really know about most of the store, but we have an orientation with around 10 people every 2-3 weekends, we have about 300 employees i think, we've had 4 new assistant managers since i've been there(and we have 4 or 5 who've been there since before I got hired, so we're just cycling through 1 or 2 positions) I think about 3 or 4 CSMs, a few people greeters(we're supposed to have 3 on duty when we have people, salaried management has to give the OK to take the main door to 1 person) and for courtesy clerks:
A1 and C1 were the only 2 when I got hired, then C2 got hired part time, and A2 got hired part time, A1 quit, C2 got fired F transferred in, B transferred in, and A2 transferred to overnights, so we've had 7, and 4 of us are still there, so our courtesy clerks have had 43% turnover in 6 months, and as soon as they find a replacement C1 is transferring to receiving.
paying us more would be ludicrous wouldn't it? they might actually be able to keep someone out there
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I started working at my current job in October of 2005, and I'm the only one left who was there when I started. It's very weird. The last person just quit a month ago."I am the me I choose to be"
-Sydney Poitier
I (love) "The Office"
"This month we're having a special on cardstock."
-Jim Halpert
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I don't know the actual numbers at my store but cashiers usually last less than 6 mos. When I was hired back as a cashier in '05 (back then they only paid $6.15/hr) there were 8 people in my class. Within 6 mos all of us were gone. The others quit and I had transferred.
About 5 or 6 months ago all the associates in hardgoods and several in garden center walked out at the same time because they were spending more time running a lane than they were working in their own depts. As they walked out one of them said, "I didn't hire on to be acashier."
We have a rather large turnover rate among new employees but the long-timers are there til death do they part. They make good money and have lots of vacation time. New employees will never have the same amount of pay or as much vacation time because we're under newer/less employee friendly contracts.
.Retail Haiku:
Depression sets in.
The hellhole is calling me ~
I don't want to go.
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Mass-produced portrait place, there were 7 in my training class. The person who was made manager (aka the company couldn't get any experienced employee to transfer to our new store) was gone within 2-3 months. His replacement plus the two part-timers brought us up to 10 employees that were there for the first Holiday season. By the next summer, all but one had left the company. That one was the manager brought in, and she transfered to a different store.
In a year, that place lost all of the original staff. The only reason people stay is because they pay well. But it's still not worth it.
There's going to be a major exodus in my group soon (call-center/collections for insurance company). They've made some major procedural changes that suck, are creating massive stress and resentment, and people are tired of it. I have one more month before I'm eligible for transfer to another department in the company, and already getting the resume ready.
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Quoth Blade_Raver View PostWorst turnover rates..
It would have to be the Convergys in Hazelwood - SBC DSL project.
They hired them in by the 30s and 60s every 2-3 months to replace the 30-60 people they lose every 2-3 months.
Every 6-9 months it's about 30 people that have been there for a year+ and about 90-180 relatively new staff.
The job was great in exception to scripts.
The pay wasn't that great but it was the best I could do for my experience and the time frame (2001-2002).
Oh, and the management? Downright horrible.. *twitch!*
Blade_RaverIf you wish to find meaning, listen to the music not the song
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Quoth smileyeagle1021 View PostConvergys in Salt Lake with the Direct TV project doesn't do much better, they are always hiring people... they have 4 people full time that do nothing but interview people for new hire positions... they have to be losing people right and left because they are using the same building for several years... meaning no major growth in the number of employees.
About two weeks later, I talked to another class member. He told me I really was the smartest of the bunch... it took half the class several days more to quit.I was neat, clean, shaved and sober, and I didn't care who knew it. -- Raymond Chandler
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I think that call centres of all types would have the highest turnover, because it doesn't take a lot of experience to work in one and therefore a lot of young people apply, expecting easy work for a nice paycheque.
I worked in one for nine months, and out of a fifty-person call centre, there were only five people (myself included) left working there from when I started when I decided that I wanted to go to school instead. I was considered one of the most senior callers, at eighteen years old with only nine months under my belt. I'd still be working there too if my favourite manager hadn't had a nervous break down and quit. The money was fantastic.
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Call centers are bad for this.
I had 25 in my training class, we graduated in early April. There were still 20 of us left. Within the FIRST WEEK on the call floor, we lost 15 people and by the end of June, I was the only one left.
I think at our company we lose at least 5 employees a week. Some because they don't like the job, some because they don't like the schedule, but most because they don't like being bitched at by customers ALLLL day. There's also a lot of BS that goes on there, but I've since learned that call center operations are usually not cut and dry so once you become accustomed to the bs, you can shrug it off. So long as it doesn't affect your paycheck."If we refund your money, give you a free replacement and shoot the manager, then will you be happy?" - sign seen in a restaurant
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As far as call centres are concerned, I worked in one for a few months: taking orders, general enquiries, complaints etc. It wasn't too bad overall.
But, I went for a business-to-business telemarketing job once. Business-to-business, I thought. Well, that's got to be fairly professional - it's not calling people at home during dinner to sell credit cards or raffle tickets, is it?
I was wrong. The company sold printer toners/ink cartridges. The job was purely cold calling a completely random prospect list with no information on how big or small the businesses being called were, how many times they had been called before etc.
Management encouraged employees to lie "about anything other than the product" in order to get a sale. For instance, telling prospects who had never dealt with the company before that they were regular customers and must have "forgotten" or "got confused".
Not only that, this was summer, in a cramped room with around a dozen terminals (computers and phones) and no air-conditioning.
I lasted one day, and ran so far I never even bothered going back to collect the day's pay.
About two years later, reading the local newspaper, I saw that the company went into liquidation.
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I got a call once from a salesman for a business to business firm.
Caller: I'm calling from <some office supply company>. I'd like to speak to the CEO of your company.
Me: You want me to connect you to the CEO of one of the largest cable companies in the world?
Caller: Yes, please.
Me: Sure. I'll connect you right away. <Oops... Somehow, I lost him the transfer to nowhere>
That was amateur hour if I ever saw it.I was neat, clean, shaved and sober, and I didn't care who knew it. -- Raymond Chandler
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