Call Center Employee Exit Survey Program

Why you should subscribe to SQM’s Employee Exit Survey Program

Employee turnover is intensely damaging to the ability of the organization to truly serve the customer and to protect that customer for the long haul. Getting a good handle on the true causes of employee turnover will give you the following payback:

• Improved FCR through retaining more knowledgeable employees
• Lower cost for recruitment
• Lower cost for training
• Higher employee satisfaction
• Greater internal career opportunities
• Greater employee engagement

Employee exit conversations are notorious for being inaccurate for getting to the true reasons for an employee’s decision to leave the organization. The only way to really get valuable and usable information is to conduct formal exit surveys through a confidential third-party. That way the employee feels confident in “opening up” with their true reasons for leaving and you get insightful reporting along with benchmarking capability.

About the Call Center Employee Exit Survey Program

The Employee Exit Survey Program is a subscription based program, where employees are invited to complete the survey as and when an employee voluntarily resigns from the organization:

• Employee data is held confidentially at SQM
• On a semi annual basis, SQM will produce management reports which include call center benchmarking data, detailed analysis on the key drivers for turnover, trends and verbatim comments. Data will be reported according to call center site, queue, job position etc., depending on the statistical validity of the sample collected.
• SQM account managers will present the data to the management team and work with the team to interpret the data to produce meaningful and actionable action plans
• The Employee Exit Survey Program is priced according to the number of employees in the organization

Specifically, the semi annual report from the Employee Exit Survey Program gives you:

• 43 metrics collected from employees who leave your organization on a voluntary basis
• A statistical analysis of the drivers of employee turnover
• Verbatim comments for every rating
• Quantifiable information on where your employees are going
• Key targeted opportunities to improve employee turnover
• Best practices for reducing employee turnover

Employee Exit Survey Program Study Methodology

The methodology is straight forward:

• The Employee Exit survey is a standardized call center specific industry survey designed for CSRs and managers. This survey is reviewed by the client and one or two questions may be added.
• Details on the organization’s structure such as site locations, queues, etc. are collected in order to tailor how the data is reported out.
• When an employee resigns, your HR / call center staff will schedule time for the employee to complete the Employee Exit survey.
• SQM will provide a single user name and password for your organization’s use. If this is forgotten, a quick phone call / email to our call center will be all it takes to get the details.
• The employee logs into the SQM website and completes the on-line survey which will take no longer than 45 minutes.
• Data is collected by SQM and kept confidential with trending information and non-identifying feedback given to management on a half yearly basis.

What’s Next

1. Call SQM Group at (800) 446-2095 to talk about your objectives for the Employee Exit Survey Program.

2. We will walk you through a sample report which will show you clearly what you can expect from the Employee Exit Survey Program.

Your Investment

The Employee Exit Survey Program is structured by size of call center operation as follows:

Costs cover a subscription to the program with no minimum or maximum number of surveys. Note: with less than 500 employees, half yearly reporting is limited to a simple report with more detail at the year end, due to limited sample size.