call centre

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call centre

a location where CUSTOMER SERVICE employees handle customer queries by phone and e-mail.

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To address the challenges of industry growth and agent turnover, insurance companies need a way to bring agents onboard quickly.

4 onboarding tech features to help insurers compete and win

And with agent turnover high even in today's challenging economy it pays to listen to those on the front lines so you know what to look for when seeking and sorting the replacements for those who have left.

Staffing for the next-gen contact center

Especially for carriers with high levels of agent turnover and commensurate high concentrations of orphan accounts, the advent of database marketing has opened a new world of opportunity.

Data analysis offers tools to leverage Orphan accounts: many of these policyholders are nearing retirement and focused on asset protection

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.

Factors Influencing the Attrition of Agriculture Teachers in Secondary Schools in Botswana

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.

Commitment and insurance agents' job perceptions, attitudes, and performance

The Georgia CAPS project met and surpassed BenchmarkPortal's rigorous standards of efficiency and effectiveness in areas such as cost per call, agent turnover, speed of answer, and caller satisfaction.

MAXIMUS Call Center Recognized for Operational Efficiency and High Quality Customer Service

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.

The business benefits of better sound

Training is less expensive than agent turnover every 12 to 18 months, and it leads to better relationships with clients, said Weedin.

Way, to grow! Technology, training and mproved Web sites are the keys to making agencies more profitable

The first was a company that mentioned it had no agent turnover in 24 months.

Leveraging technology to expand your agent pool

The results of the personalized coaching that Enkata pitches to clients are best seen in one of CRM magazine's 2008 Service Elite winners: By upping the coaching--among other improvements in unification of agent metrics--JPMorgan Chase's Chase Card Services boosted morale, decreased agent turnover, and saved $2.

Calling it quits

To combat agent turnover, some carriers in India have successfully introduced alternative compensation frameworks that are tied to growth in equity capital.

Exporting growth strategies: to successfully recruit agents and customers in India and China, U.S. insurers must adapt their domestic strategies

In the article "A Recipe for Reduced Turnover: Find the Right Mix" (CRM magazine, August 2005), Saddletree Research Chief Analyst Paul Stockford put yearly, industry-wide agent turnover at about 40 percent.

Surefire hires: it's not easy being a contact center agent. Organizations jeopardize their ability to best serve customers if they don't have selection, retention, and development strategies for contact center agents. Here, industry insiders offer 9 tips to help minimize risk