TITLE

A Recipe for Reduced Turnover: Find the Right Mix

AUTHOR(S)
Stockford, Paul
PUB. DATE
August 2005
SOURCE
CRM Magazine;Aug2005, Vol. 9 Issue 8, p22
SOURCE TYPE
Trade Publication
DOC. TYPE
Article
ABSTRACT
Discusses the use of selection technologies in the identification and hiring of the right mix of employees for call centers. Background on an increased demand for call center agents, as of August 2005; Types of call center agents; Advantages of developments in selection technologies in dealing with turnover problems in call centers.
ACCESSION #
18315998

 

Related Articles

  • U.S. labor turnover: analysis of a new measure. Cohen, Malcolm S.; Schwartz, Arthur R. // Monthly Labor Review;Nov80, Vol. 103 Issue 11, p9 

    Discusses the quarterly new-hire and separation rates of the labor turnover in the U.S. Mechanics of data gathering; Turnover rates by region and industry; Turnover rate estimates from unemployment insurance; Separation rates in selected industries with high and low turnover rates during the...

  • Indian call centers: cracks begin to show.  // MarketWatch: Telecoms;December 2003, Vol. 2 Issue 12, p7 

    Reports on the tightening supply of skilled information technology workers and high rate of attrition among workers in India's business process outsourcing market. Levels of staff loyalty in the industry, particularly in call center operations; Factors contributing to the job disillusionment of...

  • Vicious cycle.  // Finweek;6/25/2009, p69 

    The article reports on the struggle of the call center industry to retain skilled staff in South Africa. Call center agent attrition is due to uncompetitive remuneration and the job is monotonous and boring. It is noted that the direct cost of agent attrition is affected by the need to recruit...

  • Avoid Avoidable Turnover. Taylor, Jill // Workforce;Apr99 Supplement, Vol. 78, p6 

    The article offers pieces of advice on how companies can avoid unnecessary employee turnover. There are two types of employee turnover: Unavoidable and avoidable. Unavoidable turnover results from life decisions that extend beyond an employer's control, such as a decision to move to a new area...

  • The Impact of Tenure on New Employment Prospects.  // T+D;Jun2012, Vol. 66 Issue 6, p22 

    The article focuses on a study concerning employee history and employee turnover rates. It states that a study on employee turnover found that employee history has no bearing on how long employees will remain in a new position. It mentions that the study examined employment outcomes and job...

  • Protect your guardian angels. Ryeland, Simon // Travel Trade Gazette UK & Ireland;7/14/2003, Issue 2572, p22 

    Discusses guidelines to prevent staff turnover in call centers in Great Britain. Recruitment; Human resource management; Training; Outsourcing.

  • Getting to know you. McCurry, Patrick; O'Riley, Mary Kate // Director;Mar2002, Vol. 55 Issue 8, p34 

    Focuses on the benefits of changes in the strategy of call center businesses in Great Britain. Overview of the approach used by call centers; Significance to an improvement in staff turnovers and customer satisfaction levels at information technology company ICL; Statistical data on staff...

  • How can we curb call centre turnover?  // People Management;10/16/2008, Vol. 14 Issue 21, p64 

    The article presents questions and answers related to staff turnover rates at a call center.

  • More Jobs, More Perks.  // njbiz;5/9/2005, Vol. 18 Issue 19, p26 

    Reports on employee shortages in accounting firms in the U.S. Nature of work in the accounting industry; Increase in salaries and bonuses offered by accounting firms; Percentage of turnover among the junior auditors of PricewaterhouseCoopers; Employee selection campaign set by U.S. accounting...

Share

Read the Article

Courtesy of THE LIBRARY OF VIRGINIA

Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics