The SpiceCSM cloud-based Decision Tree Software uses Guided Process Workflows to present dynamic information to contact center support representatives that can cut costs, minimize training, and reduce agent turnover
And the study results are just as clear and easy to understand: VXi headsets improve the contact center experience for all parties, reducing agent turnover
while boosting both customer satisfaction and contact center revenue.
The benefits achieved include cent percent compliance with SLA adherence, increased profitability, reduced operating costs, reduced agent turnover
rates and maximization of agent productivity.
A powerful reason for providing these tools is the high cost of agent turnover
to the business as a whole.
Due to a strategy of cost containment and an expectation of high agent turnover
, many contact centers are still in the minimalist mode.
It is becoming increasingly critical for companies to turn to the work-at-home model to attract and retain quality agents while combating the continual rise in fuel costs and high agent turnover
Overall, the stress levels in our contact center have been greatly reduced, so much so that it's helped reduce agent turnover
for the first time ever.
To combat agent turnover
, some carriers in India have successfully introduced alternative compensation frameworks that are tied to growth in equity capital.
Roussan and Henderson (1995) in the study of agent turnover
in Ohio State University Extension found out that, country agents were most likely to leave Ohio State University Extension because of other priorities in their lives, such as job offer; insufficient pay for the amount of work performed; family obligations, too many late night meetings; too many responsibilities; attracted to more money elsewhere; no time for personal relationship; too many requirements for advancement; conflict of values, and lack of recognition for a job well done.
Our finding with regard to the probability of remaining in the insurance profession is good news for those charged with managing agent turnover
in that it implies that strategies for enhancing job involvement may increase intent to remain in the profession.
The Georgia CAPS project met and surpassed BenchmarkPortal's rigorous standards of efficiency and effectiveness in areas such as cost per call, agent turnover
, speed of answer, and caller satisfaction.
30, 2012 /PRNewswire/ -- The International Customer Management Institute (ICMI), launched its 2012 Call Center Agent Turnover
, Retention and Productivity survey in an email solicitation to call centers and vendors around the world and online at https://www.