Use Exit Interviews to Improve Hiring
In the customer service department and call center, exit interview data can be used to identify training needs, address recruitment issues, and highlight bright spots.
(Boonton, NJ, August 10, 2012) — Collecting and analyzing exit interview data can help you identify training needs, address recruitment issues, and highlight bright spots.
In the August issue of Customer Service Newsletter, Beth N. Carvin, CEO of Nobscot Corporation recommends a number of ways to use exit interview data to improve your service operations.
"A wonderful use of exit interview data is to see who in the service organization might need some additional training, based on what the feedback is saying in your exit interviews," Carvin says.
Whether it's your new-hire training process that needs to be improved because the exit interview data suggests that recently hired reps are quitting because they feel that they are being thrown onto the phones before they are ready — or ongoing training needs an upgrade because longer-term reps are quitting because they don't feel they are getting the skills that they need for advancement — exit data can help to pinpoint those training needs.
Exit data can also be used to evaluate supervisors' skills, fix recruitment problems and identify diversity issues.
The full article "Put Your Exit Interview Data to Good Use" is available in the August issue of Customer Service Newsletter.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.