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Call Center Agent Turnover And Retention
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Book Synopsis Call Center Agent Turnover and Retention by : Brad Cleveland
Download or read book Call Center Agent Turnover and Retention written by Brad Cleveland and published by ICMI Press (International Customer Management Institute). This book was released on 2004-09-01 with total page 121 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Call Center Agent Retention and Turnover by : Liz Ahearn
Download or read book Call Center Agent Retention and Turnover written by Liz Ahearn and published by ICMI Press (International Customer Management Institute). This book was released on 2002-08 with total page 125 pages. Available in PDF, EPUB and Kindle. Book excerpt: To help you develop processes to retain your best agents, we?ve compiled this collection of articles filled with ideas, information and tools that will allow you to create an environment that inspires agents to stay and grow with your organization ? and help you get the best possible ROI for your recruiting and training dollars
Book Synopsis The Employee Retention Handbook by : Stephen Taylor
Download or read book The Employee Retention Handbook written by Stephen Taylor and published by CIPD Publishing. This book was released on 2002 with total page 294 pages. Available in PDF, EPUB and Kindle. Book excerpt: Staff turnover is a key issue for HR executives. It costs your organisation money and time. Stephen Taylor looks at the causes of staff turnover and the most effective ways of measuring, costing, predicting and preventing it. With six detailed case studies covering retailers, graduates, engineers, professional services, call centres and the police, this book offers you effective approaches to solve your retention issues.
Book Synopsis Bottom-Line Call Center Management by : David L. Butler
Download or read book Bottom-Line Call Center Management written by David L. Butler and published by Routledge. This book was released on 2007-06-01 with total page 201 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'Bottom-Line Call Center Management breaks new ground by addressing key skills and techniques in assessing and implementing effective management practices to maximize the human and capital resources at the call center manager's disposal. Drawing on the author's unique data sets and years of research experience in the industry, 'Bottom-Line Call Center Management' helps call center managers evaluate their current status, implement cost-effective changes, and measure results of their changes to ensure a culture of accountability within the call center at all levels increasing the bottom line. The processes include an evaluation of current customer service representatives, defining, delimiting and assessing the labor shed of the center, and exploring the customer service representative's unique skills and leveraging those skills into a unique and dynamic work environment. Likewise, the process also determines the learning skills and competencies necessary to meet and exceed the basic requirements for all call centers. Furthermore, each step has a pre, in-process, and post evaluation to ensure projects are progressing according to plan. Lastly, all evaluations are measured against the bottom line through a return on investment (ROI) model. The framework for this book uses the culture of call centers, defined and lived through the customer service representatives, as the lens to view all processes, measurements, accountability and return on investment. This framework is critical since there has been much emphasis on technology-as-a-solution which treats the employees as a hindrance instead of the enablers of positive change. Likewise, customer service representatives eventually act as strong determinants of success with the call center and thus the bottom line.
Book Synopsis Recruiting and Retaining Call Center Employees (In Action Case Study Series) by : Natalie Petouhoff
Download or read book Recruiting and Retaining Call Center Employees (In Action Case Study Series) written by Natalie Petouhoff and published by Association for Talent Development. This book was released on 2023-05-26 with total page 234 pages. Available in PDF, EPUB and Kindle. Book excerpt: What's your strategy to remain competitive? Trainers realize that recruiting the right people with the right skills and providing them with great training is key to creating a great business. With the arrival of measurement and return-on-investment calculations for these key business activities comes the realization from business professionals that performance management does make a difference in profits, sales, and customer satisfaction. With a company's need to recruit and keep the best talent, performance management is its best strategy for remaining competitive in the global marketplace in which employees have more choices than ever before. Performance management is used to improve both personal and organizational skills. Recruiting and Retaining Call Center Employees illustrates the various ways employees can reach their potential and thereby contribute to the bottom line, made all the more profitable by creating stronger and more stable companies that can offer higher wages and excellent benefit packages. Combining theory with practical advice on training, recruiting, and evaluating programs, this book provides the trainer with practical models and guides. Plus, cases on process and technology provide a full range of solutions in creating a call center that is well ahead of the competition. ASTD is proud to present the 22nd book in the IN ACTION series: 11 cases that provide numerous examples of performance management programs in diverse applications. One basic premise remains constant in all of the applications: People matter most, and, when they adopt a relationship-based leadership style, the workplace becomes successful. Performance management involves all willing participants creating a learning environment together.
Book Synopsis Strategies for Retaining Employees for Call Centers by : Kimberly M. Combs
Download or read book Strategies for Retaining Employees for Call Centers written by Kimberly M. Combs and published by Createspace Independent Publishing Platform. This book was released on 2017-02-13 with total page 112 pages. Available in PDF, EPUB and Kindle. Book excerpt: Voluntary employee turnover has several adverse consequences for call center managers, including lowered productivity and decreased profitability. The purpose of this descriptive multiple case study was to explore strategies used to reduced voluntary employee turnover among 2 call center managers in the southern United States. These managers had been recommended by the human resource directors of the organizations because of their implementation of strategies to reduce voluntary employee turnover. The conceptual framework for this study was Herzberg's motivation-hygiene theory. Data were collected from semistructured face-to-face interviews and employee handbooks. The data analysis consisted of compiling the data, disassembling the data into common codes, reassembling the data into themes, interpreting the meaning, and reporting the themes. The use of member checking and methodological triangulation increased the trustworthiness of the study. Themes that emerged were job satisfaction, employee compensation, opportunity and advancement, reward and recognition, and employee engagement. Recommendations for action include selecting strategies for reducing voluntary employee turnover and using the strategies to improve the commitment of the workers. The findings from this study may contribute to social change by providing strategies that call center managers can use to reduce voluntary employee turnover, thereby positively improving the standard of living for families, and strengthening community wealth and well-being.
Book Synopsis Employee Retention and Turnover by : Peter W. Hom
Download or read book Employee Retention and Turnover written by Peter W. Hom and published by Routledge. This book was released on 2019-08-28 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: This exploration of what employee turnover is, why it happens, and what it means for companies and employees draws together contemporary and classic theories and research to present a well-rounded perspective on employee retention and turnover. The book uses models such as job embeddedness theory, proximal withdrawal states, and context-emergent turnover theory, as well as highlights cultural differences affecting global differences in turnover. Employee Retention and Turnover contextualises the issue of turnover, its causes and its consequences, before discussing underrepresented antecedents of turnover, key aspects of retention and methods for regulating turnover, and future research directions. Ideal for both academics and advanced students of industrial/organizational psychology, Employee Retention and Turnover is essential for understanding the past, present, and future of turnover and related research.
Book Synopsis Strategic Analytics by : Alec Levenson
Download or read book Strategic Analytics written by Alec Levenson and published by Berrett-Koehler Publishers. This book was released on 2015-11-02 with total page 263 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book shows how to use an integrated approach to bring business analytics and HR analytics together by presenting a thorough and realistic treatment of the reasons for and challenges of taking an integrated approach.
Book Synopsis Gower Handbook of Call and Contact Centre Management by : Natalie Calvert
Download or read book Gower Handbook of Call and Contact Centre Management written by Natalie Calvert and published by Routledge. This book was released on 2017-05-15 with total page 441 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call centres and contact centres form an important and rapidly growing part of today's business world. They present a range of management challenges, from strategic decisions about how to develop a customer strategy, business planning, through to detailed considerations of staffing levels and appropriate technology. This new handbook, the first of its kind, provides a unique insight giving expert opinions on how to get the most out of your contact centre operations. Natalie Calvert, a specialist in the field, has brought together a team of 35 experienced practitioners who provide invaluable knowledge, share their experiences and draw on real-life examples to suggest practical solutions on a wide range of topics. This handbook is an indispensible guide and reference for call and contact centre managers, HR specialists and senior executives responsible for marketing, sales or customer services. The handbook is divided into six parts: I The business plan II The people factor III Contact centre technology IV Standards, processes, and outsourcing V Building profitable customer relationships VI The future.
Book Synopsis Advances in Telephone Survey Methodology by : James M. Lepkowski
Download or read book Advances in Telephone Survey Methodology written by James M. Lepkowski and published by John Wiley & Sons. This book was released on 2007-11-27 with total page 700 pages. Available in PDF, EPUB and Kindle. Book excerpt: A complete and comprehensive collaboration providing insight on future approaches to telephone survey methodology Over the past fifteen years, advances in technology have transformed the field of survey methodology, from how interviews are conducted to the management and analysis of compiled data. Advances in Telephone Survey Methodology is an all—encompassing and authoritative resource that presents a theoretical, methodological, and statistical treatment of current practices while also establishing a discussion on how state—of—the—art developments in telecommunications have and will continue to revolutionize the telephone survey process. Seventy—five prominent international researchers and practitioners from government, academic, and private sectors have collaborated on this pioneering volume to discuss basic survey techniques and introduce the future directions of the telephone survey. Concepts and findings are organized in four parts—sampling and estimation, data collection, operations, and nonresponse—equipping the reader with the needed practical applications to approach issues such as choice of target population, sample design, questionnaire construction, interviewing training, and measurement error. The book also introduces important topics that have been overlooked in previous literature, including: The impact of mobile telephones on telephone surveys and the rising presence of mobile—only households worldwide The design and construction of questionnaires using Computer Assisted Telephone Interviewing (CATI) software The emerging use of wireless communication and Voice over Internet Protocol (VoIP) versus the telephone Methods for measuring and improving interviewer performance and productivity Privacy, confidentiality, and respondent burden as main factors in telephone survey nonresponse Procedures for the adjustment of nonresponse in telephone surveys In—depth reviews of the literature presented along with a full bibliography, assembled from references throughout the world Advances in Telephone Survey Methodology is an indispensable reference for survey researchers and practitioners in almost any discipline involving research methods such as sociology, social psychology, survey methodology, and statistics. This book also serves as an excellent text for courses and seminars on survey methods at the undergraduate and graduate levels.
Book Synopsis Call Center Management on Fast Forward by : Brad Cleveland
Download or read book Call Center Management on Fast Forward written by Brad Cleveland and published by ICMI Inc.. This book was released on 1997 with total page 312 pages. Available in PDF, EPUB and Kindle. Book excerpt: This is the only book available today that provides a very readable, step-by-step guide for managing an incoming call center. The book combines theory with practical advice and is filled with over 100 charts and graphs, several case studies and an extensive glossary and index. Readers will learn how to: achieve service level with quality in an era of more transactions, growing complexity and heightened caller expectations; understand the "how" behind best practices; boost caller satisfaction; win top management's support; and discover what separates a good call center from a great one.
Book Synopsis A STUDY ON EMPLOYEE RETENTION PRACTICES IN THE ‘IT’ SECTOR by : Dr. Ch. Munendar Reddy
Download or read book A STUDY ON EMPLOYEE RETENTION PRACTICES IN THE ‘IT’ SECTOR written by Dr. Ch. Munendar Reddy and published by Archers & Elevators Publishing House. This book was released on with total page 108 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Turning a Telephone Answering Service into a Call Center by : Peter Lyle DeHaan
Download or read book Turning a Telephone Answering Service into a Call Center written by Peter Lyle DeHaan and published by Rock Rooster Books. This book was released on 2023-08-24 with total page 227 pages. Available in PDF, EPUB and Kindle. Book excerpt: WARNING: this book is a PhD dissertation (2000) and contains academic research. It’s made available primarily to aid other academics who are conducting their own industry research. If this is what you seek, here’s an overview: The telephone answering service industry is maturing and undergoing rapid changes. In recent years, the traditional client has been vanishing, switching to alternative technologies, bypassing their answering service. Telephone answering services have reacted in various ways, such as mergers and acquisitions, pursuing niches, or expanding their businesses’ scope. The conventional wisdom is that there will always be a need for the human interaction which an answering service provides. It further assumes that answering services will serve fewer clients and generate less revenue unless steps are taken to increase their reach or obtain non-traditional clients. Previous research has recommended becoming a call center to better tap and capitalize on the needs of an emerging non-traditional client base. The findings of this research effort determined there were the essential elements which should be present for a telephone answering service to transition into a call center. Additionally, there were five items which are common industry dilemmas to be addressed. An inventory of significant call center characteristics was also developed. Most importantly, several areas of focus were advanced.
Download or read book Fit Sigma written by Ron Basu and published by John Wiley & Sons. This book was released on 2011-07-05 with total page 251 pages. Available in PDF, EPUB and Kindle. Book excerpt: To some, the near perfection of the Six Sigma management system appears to be an impossible ideal, especially for small and medium enterprises. FIT SIGMATM, a flexible and more sustainable approach, was developed through the integration of the ‘hard' Six Sigma approach with Lean Enterprise philosophy. It consists of three elements; fitness for purpose, fitness for improvement and integration, and fitness for sustainability. FIT SIGMA: A Lean Approach to Building Sustainable Quality Beyond Six Sigma shows how this tripartite approach can be used to add value to both large and small organisations through improved use of resources, and through the provision of improved customer satisfaction. It shows that a holistic approach to operational excellence underpinned by a data driven methodology can be applied equally to the manufacturing, service or public sectors. As the Six Sigma philosophy has evolved in recent years to take into account new challenges faced by companies, including climate change, green supply chain, emerging markets and a growing service sector, so FIT SIGMATM has also adapted itself to these new demands. FIT SIGMA: A Lean Approach to Building Sustainable Quality Beyond Six Sigma covers key developing areas including: Sustainability and Environment Non-profit organizations Service Operations Supply Chain Management Project Management Emerging Markets Small and Medium Enterprises Green Thinking Each chapter contains practical implementation guide, illustrative examples and case studies, and concludes with a summary of key elements for ease of reference and revision. In addition the book includes a comprehensive glossary of common terms and phrases used in managing quality, along with an appendix which illustrates the applications of basic statistics in Six Sigma and Fit Sigma.
Book Synopsis Designing the Best Call Center for Your Business by : Brendan Read
Download or read book Designing the Best Call Center for Your Business written by Brendan Read and published by CRC Press. This book was released on 2005-01-02 with total page 383 pages. Available in PDF, EPUB and Kindle. Book excerpt: Designing the Best Call Center for Your Business examines all key aspects of opening and expanding a live agent call center, with in-depth coverage on facilities and workstation design; site selection, including communications and power backups; f
Book Synopsis Soft Skills for the BPO Sector by : Shalini Verma
Download or read book Soft Skills for the BPO Sector written by Shalini Verma and published by Pearson Education India. This book was released on 2009-09 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Employment : the Focus of Collective Bargaining in Europe by :
Download or read book Employment : the Focus of Collective Bargaining in Europe written by and published by Presses univ. de Louvain. This book was released on 2001 with total page 456 pages. Available in PDF, EPUB and Kindle. Book excerpt: The insertion in June 1997 of a Title on employment in the Treaty on European Union has accelerated the drafting of European policy in this field over the last few years. This European dynamic has had widespread impact on the themes and mechanisms that characterise national systems of industrial relations. On the one hand, employment is increasingly governed by rules negotiated between the social partners and, depending on the circumstances, the State. This phenomenon of joint labour market regulation is confirmed by a marked desire on the part of employers' associations and trade unions to integrate employment-related issues into their actions and negotiations. On the other hand, the incorporation of employment-related themes by employers’ associations and trade unions, usually in concertation with government policies, is related with greater coordination of bargaining and concertation mechanisms established at European level and within each Member State. Today, the various national realities appear to be directed to various degrees by these two general tendencies. These phenomena active in the field of employment bargaining must therefore be analysed on three counts: the first focuses on the development of the coordination mechanisms that structure these negotiations, and more specifically raises the issue of co-responsibility for the labour market; the second deals with the strict content of employment bargaining, and examines the question of negotiated flexibility of working conditions and employment; the third addresses the autonomy of collective bargaining in Europe. This analysis informs our research, which is in turn intimately linked to recent changes taking place in national systems of industrial relations.
