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| The benefits |
| The link between the EQ and business outcomes |
| |
- Calls answered per day
- Turnover
- Cross-selling
- Predicting high performance
- Attrition during training
- Attrition in the first six months
- Organizational commitment
|
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Turnover
Performance
Attrition
Commitment
Productivity
Cost Reductions
Sales
Margin and Profit
| |
| Turnover example 1 |
| |
 |
| |
| |
| Attrition during first six months |
| Responses by Attrition Group |
| Attrition Group |
Realistic Expectations |
Overly Optimistic Expectations |
| Stay |
96% |
86% |
| Quit |
4% |
14% |
|
| |
| |
| Organizational commitment* |
| |
 |
|
* fewer absences, less tardiness, fewer unexcused breaks, fewer �negative� workplace issues |
| |
| |
| Productivity |
| |
 |
| |
| |
| Cost Reductions |
| |
 |
| |
| |
| Sales |
| Sales in Two Similar Business Units |
| |
|
 |
 |
| |
| |
| Gross Margin and Profit |
| |
| Gross Margin |
Profits |
 |
 |
| |
|
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|
