call centre

(redirected from Agent turnover)
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  • noun

Synonyms for call centre

a center equipped to handle a large volume of telephone calls (especially for taking orders or serving customers)


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References in periodicals archive ?
And with agent turnover high even in today's challenging economy it pays to listen to those on the front lines so you know what to look for when seeking and sorting the replacements for those who have left.
Especially for carriers with high levels of agent turnover and commensurate high concentrations of orphan accounts, the advent of database marketing has opened a new world of opportunity.
Training is less expensive than agent turnover every 12 to 18 months, and it leads to better relationships with clients, said Weedin.
The first was a company that mentioned it had no agent turnover in 24 months.
To combat agent turnover, some carriers in India have successfully introduced alternative compensation frameworks that are tied to growth in equity capital.
Today untrained, inexperienced agents often leave the job, adding to the burden of high agent turnover and absenteeism.
Still, Kelash points out that even during the turmoil of the merger, Thrivent Financial's agent turnover rote of 24% in 2002 was well below the industry average of 32%, according to Limra International, an industry trade group.
To that end I would like to share these observations on what is typically the most important management issue in contact centers and that is high agent turnover. Nearly every center it seems, unless they are located in community with double-digit unemployment or have small facilities with family-like atmospheres, has this problem.
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