Call Center Agent Turnover and Retention: The Best of Call Center Management Review, Second Edition [Paperback]

Brad Cleveland (Author), Susan Hash (Author)

Book Description

Series: Best of Call Center Management Review | Publication Date: September 2004

High agent turnover can cripple an organization—draining the call center’s budget, destroying staff morale and eroding customer satisfaction. Progressive call centers have taken a proactive approach to the battle against attrition with agent-centric processes designed to find, develop and keep top-performers. Call Center Agent Turnover and Retention offers tried-and-true practices and insights on:

• Understanding the costs associated with agent turnover

• Enhancing retention through agent empowerment and growth

• Developing retention-oriented recruiting processes

• Battling job stress and agent burnout

• Developing a positive culture

• Managing internal agent attrition

High staff turnover doesn’t have to be the "nature of the beast." Learn proven strategies from those who have won the war on attrition.

Editorial Reviews

About the Author

Brad Cleveland is President and CEO of ICMI, and Publisher of Call Center Management Review. He is author of ICMI’s Call Center Management Dictionary, co-author of Call Center Management on Fast Forward, and co-editor of ICMI’s handbook/study guide series of publications on call center management.

Susan Hash is Editor-In-Chief of Call Center Management Review. She is author of Guide to Customer Service Teams and How to Hire the Best Service Professionals. She has been a business journalist for more than 15 years, and has received notable journalism awards for reporting on the customer service industry.

Product Details

• Paperback: 186 pages
• Publisher: Call Center Press; 2nd edition (September 2004)
• Language: English
• ISBN-10: 1932558047
• ISBN-13: 978-1932558043
• Product Dimensions: 8.4 x 5.8 x 0.5 inches
• Shipping Weight: 10.4 ounces (View shipping rates and policies)
• Average Customer Review: 4.0 out of 5 stars  See all reviews (1 customer review)
• Amazon Best Sellers Rank: #476,479 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

2 of 2 people found the following review helpful:

4.0 out of 5 stars Call Center Best Practices not so practical, September 17, 2005

By 

D. Cohen "Road Runner" (San Antonio) - See all my reviews
(REAL NAME)   

Amazon Verified Purchase

This review is from: Call Center Agent Turnover and Retention: The Best of Call Center Management Review, Second Edition (Paperback)

Brad Cleveland performed due diligence in putting together this anthology of Call Center Agent Retention best practices. But what's missing is a conclusion and recommended steps to implementing these best practices. A checklist, at the very least, could have saved me countless hours. If I wanted the incidentals, then, I could have turned back to what exemplified his identified best practice companies.

Not a complete waste of time, but just ask yourself or your agents why they are leaving or what you could do better to retain them, and save yourself the $12.