Call center agent turnover and retention

OVERVIEW. Key aspects of successful agent retention processes. CORPORATE CULTURE. The role of corporate culture in agent commitment. Negative culture and dysfunction permeate U.S. call centers, study says. ENHANCING AGENT RETENTION. Cut agent turnover by hiring for motivational fit. Build long term...

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Detalhes bibliográficos
Autor Corporativo: Call Center Press
Formato: Livro
Idioma:Spanish
Publicado em: Call Center Press 2003
coleção:The Best of Call Center Management Review
Assuntos:
ADMINISTRACION
CALL CENTER
COMPORTAMIENTO ORGANIZACIONAL
MAY04
RECURSOS HUMANOS
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520 4 |a OVERVIEW. Key aspects of successful agent retention processes. CORPORATE CULTURE. The role of corporate culture in agent commitment. Negative culture and dysfunction permeate U.S. call centers, study says. ENHANCING AGENT RETENTION. Cut agent turnover by hiring for motivational fit. Build long term loyalty from the agent's perspective. Create a pleasant, productive environment that will boost agent retention. Combating the negative effects of job stress in the call center. Getting aggressive with agent retention. PLANNING FOR TURNOVER. Effective planning for turnover. "Designed turnover": a different approach to retention. Consider agent turnover to be a friend, not a foe. SUCCESS STORIES. A decade of service the average for agents at medicAlert call center. AmFac parks and resorts cuts agent turnover with elaborate career path. SPECIAL TOPICS. Understanding the costly threat of agent turnover. Managing internal agent attrition. HUMOR. Turnover reduction practices 
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