Analysis of Call Center Agent Turnover
BY JENNIFER A. MOSS BREEN, PH.D. AND MICHAEL CHEVALIER, CAPITAL ANALYTICS, INC.
Posted: May 28, 2010
Retention is a key strategic issue for any company, but perhaps none more so than those companies with call center operations. This case study measured the business impact of five different learning programs and evaluated the factors related to agent retention.
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Jennifer A. Moss Breen, Ph.D.
Program Director, Ph.D. in Human Capital Management
Research By Jennifer A. Moss Breen, Ph.D.:
"Metri-Literacy": Becoming an Informed Consumer of HR Metrics, Diagnostics, and Analysis Tools
A Model for Planning and Implementing Strategically Oriented Human Talent Flow
Testing the Relationship Between Interpersonal Political Skills, Altruism, Leadership Success and Effectiveness: A Multilevel Model
Resources on this topic:
Employer Value from Investing in Call Center Workforce Education
Understanding How Personality Influences Leaders' Information Preferences
Employer Value from Investing in a Customized Education Program: Final Evaluation