call centre

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call centre

a location where CUSTOMER SERVICE employees handle customer queries by phone and e-mail.
Collins Dictionary of Business, 3rd ed. © 2002, 2005 C Pass, B Lowes, A Pendleton, L Chadwick, D O’Reilly and M Afferson
References in periodicals archive ?
To address the challenges of industry growth and agent turnover, insurance companies need a way to bring agents onboard quickly.
A powerful reason for providing these tools is the high cost of agent turnover to the business as a whole.
Due to a strategy of cost containment and an expectation of high agent turnover, many contact centers are still in the minimalist mode.
As a side benefit, Pitney Bowes says that it has been able to reduce costs related to agent turnover.
It is becoming increasingly critical for companies to turn to the work-at-home model to attract and retain quality agents while combating the continual rise in fuel costs and high agent turnover. UCN's ability to deliver call routing and agent performance tools for the remote worker responds to this growing concern in the marketplace."
Overall, the stress levels in our contact center have been greatly reduced, so much so that it's helped reduce agent turnover for the first time ever."
Especially within insurers that experience high agent turnover, there are vast pools of customers who no longer are served by the agents who initiated their accounts--in some cases, up to 30% of the total customer base.
Roussan and Henderson (1995) in the study of agent turnover in Ohio State University Extension found out that, country agents were most likely to leave Ohio State University Extension because of other priorities in their lives, such as job offer; insufficient pay for the amount of work performed; family obligations, too many late night meetings; too many responsibilities; attracted to more money elsewhere; no time for personal relationship; too many requirements for advancement; conflict of values, and lack of recognition for a job well done.
Our finding with regard to the probability of remaining in the insurance profession is good news for those charged with managing agent turnover in that it implies that strategies for enhancing job involvement may increase intent to remain in the profession.
The truth is, while many of our competitors' headsets advertise noise canceling, it can actually strip away more than just background noise, leaving an unnatural voice remnant that's actually harder to understand.) And the study results are just as clear and easy to understand: VXi headsets improve the contact center experience for all parties, reducing agent turnover while boosting both customer satisfaction and contact center revenue.

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