Regional Telemarketing Firm - Austin Call Center
			The call center had a very high level of turnover among its reservation agents. A major client of the center was concerned about declining customer service caused by an increasingly inexperienced workforce.
			An Employee Needs Assessment was conducted to collect feedback from the reservation agents to identify attrition related gaps in the center. The results identified poor managerial and leadership skills, noncompetitive compensation structure, the desire for a more flexible work scheduling, and the lack of a structured performance management system.
			By addressing some of the needs identified in the Employee Needs Assessment, the center's employee attrition rate dropped by 40%, resulting in an estimated annual savings of $640,000. With the decreased attrition, the center experienced improved employee morale and a significant increase of customer satisfaction from their clients.
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