call centre

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call centre

a location where CUSTOMER SERVICE employees handle customer queries by phone and e-mail.
References in periodicals archive ?
To address the challenges of industry growth and agent turnover, insurance companies need a way to bring agents onboard quickly.
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.
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.
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 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.
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.
Training is less expensive than agent turnover every 12 to 18 months, and it leads to better relationships with clients, said Weedin.
The first was a company that mentioned it had no agent turnover in 24 months.
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.
To combat agent turnover, some carriers in India have successfully introduced alternative compensation frameworks that are tied to growth in equity capital.
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.