Call Center Agent Turnover and Retention: The Best of Call Center Management Review

by Brad Cleveland, Susan Hash (Editor)

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.

First published September 1, 2004