Retention and Engagement
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When Sun Microsystems measured the impact of their mentoring program they discovered some of the positive business results they expected to see (i.e., positive retention rates, salary grade increases, etc.), and a few they did not. The most dramatic finding was the difference in retention among participants over non-participants - a difference that translated into savings of $6.7 million.
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.