Attrition

Posted on May 12, 2010 in ACM • Call Center Consulting • Contact Centre Ops • People management • Strategy

Tags: Attrition• Call Center Consulting• Colin Taylor• Contact Center Consulting• Contact Center Management• Contact Center Strategy• Customer Service Consulting• Operational Management• Strategy• Taylor Reach Group

By Colin Taylor In our last retention post we dealt with the issue of turnover by asking the question “Are your Supervisors driving your turnover?” It has been said the people join companies, but quit Supervisors, and as we saw this can certainly be the case. In this article we look at what you can […]

Posted on June 01, 2006 in ACM • Call Center Consulting • Contact Centre Ops • Customer Satisfaction • People management • Planning • Quality

Tags: ACM• Attrition• Call Center Consulting• Contact Center Consulting• Contact Center Management

This document discusses a few of the factors that affect turnover and presents ideas and approaches that reduce turnover to more acceptable levels. These ideas and approaches are based on TRG’s experience and are a starting point for discussions of a specific strategy to deal with this issue. The specifics areas covered in this document […]