Recruiting And Retaining Call Center Employees In Action Case Study Series PDF Download
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| Author | : Natalie Petouhoff |
| Publisher | : In Action |
| Total Pages | : 0 |
| Release | : 2001 |
| Genre | : Business & Economics |
| ISBN | : 9781562862947 |
Download Recruiting and Retaining Call Center Employees (in Action Case Study Series) Book in PDF, ePub and Kindle
Call centers are the first touch in the customer pipe-line. Help these people reach their potential and ensure that they contribute to your bottom-line by improving the training, recruiting, and evaluating your call center employee programs. Use the included case studies to see best practices and manage the ROI of your call center programs.
| Author | : Natalie Petouhoff |
| Publisher | : Association for Talent Development |
| Total Pages | : 234 |
| Release | : 2023-05-26 |
| Genre | : Business & Economics |
| ISBN | : 1607288702 |
Download Recruiting and Retaining Call Center Employees (In Action Case Study Series) Book in PDF, ePub and Kindle
What's your strategy to remain competitive? Trainers realize that recruiting the right people with the right skills and providing them with great training is key to creating a great business. With the arrival of measurement and return-on-investment calculations for these key business activities comes the realization from business professionals that performance management does make a difference in profits, sales, and customer satisfaction. With a company's need to recruit and keep the best talent, performance management is its best strategy for remaining competitive in the global marketplace in which employees have more choices than ever before. Performance management is used to improve both personal and organizational skills. Recruiting and Retaining Call Center Employees illustrates the various ways employees can reach their potential and thereby contribute to the bottom line, made all the more profitable by creating stronger and more stable companies that can offer higher wages and excellent benefit packages. Combining theory with practical advice on training, recruiting, and evaluating programs, this book provides the trainer with practical models and guides. Plus, cases on process and technology provide a full range of solutions in creating a call center that is well ahead of the competition. ASTD is proud to present the 22nd book in the IN ACTION series: 11 cases that provide numerous examples of performance management programs in diverse applications. One basic premise remains constant in all of the applications: People matter most, and, when they adopt a relationship-based leadership style, the workplace becomes successful. Performance management involves all willing participants creating a learning environment together.
| Author | : Patricia Pulliam Phillips |
| Publisher | : Association for Talent Development |
| Total Pages | : 195 |
| Release | : 2023-05-26 |
| Genre | : Business & Economics |
| ISBN | : 1607289083 |
Download Retaining Your Best Employees (In Action Case Study Series) Book in PDF, ePub and Kindle
Keeping and retaining your best, high-performing employees is tough. But here's a resource that helps you take the best retention strategies from other organizations and apply them to your own situation. Explore what others are doing about managing retention, and learn about retention's impact on the individual employee who has chosen to leave or has been forced to leave an organization. This book includes 10 case studies on important topics, such as using recognition to manage retention, reinvigorating a mature company and using an internal degree program to reduce turnover.
| Author | : Natalie L. Petouhoff |
| Publisher | : |
| Total Pages | : |
| Release | : 2001 |
| Genre | : Call centers |
| ISBN | : |
Download In Action Book in PDF, ePub and Kindle
| Author | : Kimberly M. Combs |
| Publisher | : Createspace Independent Publishing Platform |
| Total Pages | : 112 |
| Release | : 2017-02-13 |
| Genre | : |
| ISBN | : 9781543166996 |
Download Strategies for Retaining Employees for Call Centers Book in PDF, ePub and Kindle
Voluntary employee turnover has several adverse consequences for call center managers, including lowered productivity and decreased profitability. The purpose of this descriptive multiple case study was to explore strategies used to reduced voluntary employee turnover among 2 call center managers in the southern United States. These managers had been recommended by the human resource directors of the organizations because of their implementation of strategies to reduce voluntary employee turnover. The conceptual framework for this study was Herzberg's motivation-hygiene theory. Data were collected from semistructured face-to-face interviews and employee handbooks. The data analysis consisted of compiling the data, disassembling the data into common codes, reassembling the data into themes, interpreting the meaning, and reporting the themes. The use of member checking and methodological triangulation increased the trustworthiness of the study. Themes that emerged were job satisfaction, employee compensation, opportunity and advancement, reward and recognition, and employee engagement. Recommendations for action include selecting strategies for reducing voluntary employee turnover and using the strategies to improve the commitment of the workers. The findings from this study may contribute to social change by providing strategies that call center managers can use to reduce voluntary employee turnover, thereby positively improving the standard of living for families, and strengthening community wealth and well-being.
| Author | : |
| Publisher | : |
| Total Pages | : 282 |
| Release | : |
| Genre | : Civil service |
| ISBN | : |
Download Report Concerning Significant Actions of the Office of Personnel Management Book in PDF, ePub and Kindle
| Author | : Real Bergevin |
| Publisher | : John Wiley & Sons |
| Total Pages | : 391 |
| Release | : 2010-04-16 |
| Genre | : Business & Economics |
| ISBN | : 0470677430 |
Download Call Centers For Dummies Book in PDF, ePub and Kindle
Tips on making your call center a genuine profit center In North America, call centers are a $13 billion business, employing 4 million people. For managers in charge of a call center operation, this practical, user-friendly guide outlines how to improve results measurably, following its principles of revenue generation, efficiency, and customer satisfaction. In addition, this new edition addresses many industry changes, such as the new technology that's transforming today's call center and the location-neutral call center. It also helps readers determine whether it's cost-efficient to outsource operations and looks at the changing role and requirements of agents. The ultimate call center guide, now revised and updated The authors have helped over 60 companies improve the efficiency and effectiveness of their call center operations Offers comprehensive guidance for call centers of all sizes, from 20-person operations to multinational businesses With the latest edition of Call Centers For Dummies, managers will have an improved arsenal of techniques to boost their center's bottom line.
| Author | : Brad Cleveland |
| Publisher | : ICMI Press (International Customer Management Institute) |
| Total Pages | : 153 |
| Release | : 2004-07-01 |
| Genre | : |
| ISBN | : 9781932558036 |
Download Call Center Recruiting and New-Hire Training Book in PDF, ePub and Kindle
Revised and Updated with New Material! Finding and retaining qualified agents is an endless challenge for call centers. An effective recruiting strategy, combined with a motivating, supportive training program that keeps new-hires charged about their potential with the company, will pay off in lower hiring costs and higher staff retention. Call Center Recruiting and New-Hire Training offers call center managers valuable insights and ideas on: ? Developing retention-oriented recruiting strategies ? How to select the most qualified candidates ? Developing new-hires into successful agents ? Recruiting and training call center supervisors ? Alternative labor pools Each chapter is filled with innovative practices, strategies and best practices from call centers that have successfully put a stop to the revolving door of agent attrition.
| Author | : Jon Anton |
| Publisher | : |
| Total Pages | : 276 |
| Release | : 2002 |
| Genre | : Business & Economics |
| ISBN | : 9780130990693 |
Download Customer Relationship Management Book in PDF, ePub and Kindle
This work recommends initiatives for improving customer service and managing change, describing methodologies geared toward building relationships through customer-perceived value instruments, monitoring customer relationship indices, and changing the corporate culture and the way people work. Anton is director of benchmark research at Purdue University's Center for Customer-Driven Quality. Petouhoff works in the private sector. Annotation copyrighted by Book News, Inc., Portland, OR.
| Author | : Cynthia Stamps |
| Publisher | : |
| Total Pages | : 172 |
| Release | : 2014 |
| Genre | : Business |
| ISBN | : |
Download Exploring Retention of United States-based Inbound Call Center Employees Book in PDF, ePub and Kindle
In 2012, the Bureau of Labor Statistics reported that 2.2 million call center jobs existed in the United States with this volume projected to increase by 600 million by 2025. Customer service representatives, the first point of contact with the public, are projected to grow by 46%, yet call center turnover is reported to be as high as 50%. The purpose of this qualitative explanatory case study was to create an understanding of factors that influenced employee retention at an inbound call center environment in the Southwestern United States. The majority of existing research focused on outbound call centers and retention issues. What was not known was specific processes, behaviors, and the type of organizational culture that could lead to best practices for employee retention at a successful inbound call center. Schein's organizational culture theory was used to frame this research. Twenty-three individuals from two groups (17 staff and 6 managers) participated in interviews from a single call center. Six themes emerged from the data analysis: a) family environment, b) employee engagement, c) employee appreciation, d) training and development, e) teamwork, and f) good relationship with supervisor). While all of the six themes did pertain to employee retention choices, three themes were identified by both groups as being highly important: a) family environment, b) training and development, and c) teamwork. The implications and recommendations from this research include the emphasis on best practices in the workplace environment as defined by the six themes that contributed to employee satisfaction and retention.
