Call Center Agent Turnover And Retention
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Call Center Agent Turnover and Retention
Author | : Brad Cleveland |
Publisher | : ICMI Press (International Customer Management Institute) |
Total Pages | : 121 |
Release | : 2004-09-01 |
Genre | : Call centers |
ISBN | : 9781932558043 |
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Revised and Updated with New Material! High agent turnover can cripple an organization?draining the call center's budget, destroying staff morale and eroding customer satisfaction. Progressive call centers have taken a proactive approach to the battle against attrition with agent-centric processes designed to find, develop and keep top-performers. Call Center Agent Turnover and Retention offers tried-and-true practices and insights on: ? Understanding the costs associated with agent turnover ? Enhancing retention through agent empowerment and growth ? Developing retention-oriented recruiting processes ? Battling job stress and agent burnout ? Developing a positive culture ? Managing internal agent attrition High staff turnover doesn't have to be the ?nature of the beast.? Learn proven strategies from those who have won the war on attrition.