Item description for Call Center Agent Turnover and Retention: The Best of Call Center Management Review, Second Edition (Best of Call Center Management Review) by Brad Cleveland...
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
Reviews - What do customers think about Call Center Agent Turnover and Retention: The Best of Call Center Management Review, Second Edition (Best of Call Center Management Review)?
Call Center Best Practices not so practical Sep 18, 2005
Brad Cleveland performed due diligence in putting together this anthology of Call Center Agent Retention best practices. But what's missing is a conclusion and recommended steps to implementing these best practices. A checklist, at the very least, could have saved me countless hours. If I wanted the incidentals, then, I could have turned back to what exemplified his identified best practice companies.
Not a complete waste of time, but just ask yourself or your agents why they are leaving or what you could do better to retain them, and save yourself the $12.