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Overview
This research study was developed to offer managers insight into the present state of staffing and retention processes in call centers, nationwide and by industry. In addition to the statistical data contained in the report, it offers verbatim comments from survey respondents on key issues. You can use the information provided to evaluate your call center's current policies and processes, to pinpoint areas on which to focus your budget and resources in the next few years, and to develop an overall strategy for growing and retaining agents. Table of Contents Respondents' Background
Agent Turnover Rates
Key Reasons for Turnover
Agent Compensation Practices
Incentives Offered
Agent Hourly Wage
Training Opportunities
Career Progression Programs Organizational Obstacles to Career Paths
Appendix A: Written Comments to Survey Questions Appendix B: Agent Staffing and Retention Survey Instrument Appendix C: CCMReview Special Issue on Agent Development and Retention
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Professionals LLC
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Last modified May 04, 2007