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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 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 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 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 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.
Author :Patricia Pulliam Phillips Publisher :Association for Talent Development ISBN 13 :1607289083 Total Pages :195 pages Book Rating :4.6/5 (72 download)
Book Synopsis Retaining Your Best Employees (In Action Case Study Series) by : Patricia Pulliam Phillips
Download or read book Retaining Your Best Employees (In Action Case Study Series) written by Patricia Pulliam Phillips and published by Association for Talent Development. This book was released on 2023-05-26 with total page 195 pages. Available in PDF, EPUB and Kindle. Book excerpt: Keeping and retaining your best, high-performing employees is tough. But here's a resource that helps you take the best retention strategies from other organizations and apply them to your own situation. Explore what others are doing about managing retention, and learn about retention's impact on the individual employee who has chosen to leave or has been forced to leave an organization. This book includes 10 case studies on important topics, such as using recognition to manage retention, reinvigorating a mature company and using an internal degree program to reduce turnover.
Book Synopsis Management Practices that Support Retention in South African Inbound Call Centres by : Ilvo Forgiarini
Download or read book Management Practices that Support Retention in South African Inbound Call Centres written by Ilvo Forgiarini and published by . This book was released on 2009 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: The turnover of call centre agents in South Africa is higher than in most other industries. The costs incurred to retain agents versus the replacement costs of an agent are massive. This research focused on inbound call centre agents and the perception of five management practises which were compared with both managers and agents in two large call centres. The five management practises tested were communication, call centre structure, performance management, recruitment and selection, and training and development. These five practises impacted on the agents’ intention to leave by 36%. A non-probability sampling method was used to select a sample of inbound call centre agents; a total of 82 agents were surveyed. Regression, stepwise selection, Wilcoxon Scores Rank Sum test, Pearson and Spearman correlation tests were some of the tools used to interpret the survey. The research concluded that communication had the strongest correlation with an agent’s intention to leave. Communication had the best combination of a matching variable to be predicted on a stepwise selection. The research further showed that the managers’ and call centre agents’ perception differs to the extent that managers believe sufficient communication is made to keep call centre agents satisfied, and this is contrary to the agents perception. Interesting to note is that 82% of the agents have considered leaving their organisation at some point, 63% of the employees do not want to be working at their current employer in the next year, and 53% had considered leaving within the past three months. This research has contributed to the body of knowledge. Organisations and managers are well positioned to direct their focus to specific management practises identified in the research which will assist them in retaining call centre agents.
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 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 368 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 Call Centers For Dummies by : Real Bergevin
Download or read book Call Centers For Dummies written by Real Bergevin and published by John Wiley & Sons. This book was released on 2010-04-16 with total page 391 pages. Available in PDF, EPUB and Kindle. Book excerpt: Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
Book Synopsis Curbing Attrition in a Call Center: The Relationship Between the Retention of Call Center Representatives and the Use of Behavioral Assessment Hiring Tools by : Lori F. Wieters
Download or read book Curbing Attrition in a Call Center: The Relationship Between the Retention of Call Center Representatives and the Use of Behavioral Assessment Hiring Tools written by Lori F. Wieters and published by . This book was released on 2007 with total page 97 pages. Available in PDF, EPUB and Kindle. Book excerpt: Call center attrition is impacting call centers throughout the world. Attrition ranges from 5% to 32% in most call centers. This equates to millions of dollars in recruiting, hiring, and training. This dissertation explores the influences that the organization, the environment and the job itself have on an individual's decision to leave the call center. It focuses on directly on person-job fit in relation to personalities and behaviors and attempts to unlock the secret between job fit, behaviors and personalities and call center attrition. The tool that will be used to make this link is Predictive Index---a behavioral profiling tool used for recruiting and hiring in organizations. The Predictive Index tool measures the fit between a person's behavioral characteristics and the characteristics needed within the job itself. This dissertation analyzes employee attrition at Company A by examining the relationship between call center employees who voluntarily terminated their employment during an 18-month period and their behavioral characteristics and gender.
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 Cases in Call Center Management by : Richard Feinberg
Download or read book Cases in Call Center Management written by Richard Feinberg and published by Purdue University Press. This book was released on 2005 with total page 372 pages. Available in PDF, EPUB and Kindle. Book excerpt: Written by authorities on the call center industry, this book brings to light the strategic importance of call centers in today's business world. As interactions with customers move away from person-to-person the call center is becoming a vital force for corporate marketing and communication.
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:
Download or read book CIO written by and published by . This book was released on 2001-05-15 with total page 306 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis New Regionalism in Australia by : Mardelene Grobbelaar
Download or read book New Regionalism in Australia written by Mardelene Grobbelaar and published by Routledge. This book was released on 2018-01-18 with total page 335 pages. Available in PDF, EPUB and Kindle. Book excerpt: New Regionalism, promoted as a new paradigm of development by the OECD, suggests that globalization is bringing together new technologies, management, employees and communities to form new patterns of local governance. However, despite the growing influence of New Regionalism in regional development policy in the West, and increasingly in Australia, there has been little debate about the relevance and application of these ideas in Australia. Bringing together contributions from academics, practitioners and policy makers, this book redresses this imbalance by examining the theoretical and empirical foundations of this powerful and growing school of thought, locating the debate firmly in the Australian context. With an opening chapter by Kevin Morgan (Cardiff University), who has been at the heart of the New Regionalism debate, the book provides important insights into the theory and practice of New Regionalism in this vibrant region.
