call centre

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call centre

A central hub for receiving calls and routing callers to the appropriate resources. In healthcare, call centres—staffed or automated, outsourced or in house—can be used to offload non-emergency callers, link consumers to educational messages or route them to physician scheduling systems.
References in periodicals archive ?
Reduced agent turnover in line with increased satisfaction.
Another benefit relates to the ability of on-demand e-learning to help reduce agent turnover and thereby minimize the costly two-week-or-longer process of training new hires.
Many best practices are often lost within call centers due to agent turnover or simply because they are not documented.
The benefits of implementing a service resolution strategy include increasing first call resolution rates, as agents have quick access to the right information, reduced agent training costs and significantly reduced agent turnover.
Perhaps this can be attributed to the fact that there are far more on-premise contact centers, or that those who employ a remote model have less security threats, due to lower agent turnover.
Based on his research, companies with engaged employees are 56 percent more likely to have higher than average customer loyalty, 38 percent more likely to have higher than average productivity, 27 percent more likely to report higher profitability and 50 percent more likely to have lower agent turnover.
Aside from the temporary nature of so many CSR jobs, a key source of agent frustration and ultimately agent turnover results from a lack of tools and information to handle customer interactions effectively and decisively.
com), which provides consulting, writing and speaking services to Fortune 500 companies and global call centers focusing on improving customer retention and reducing agent turnover.
Aspect eWorkforce Management also includes modules specifically designed to improve employee morale and reduce costly agent turnover.
For the past five years, the company has put more effort into recruiting and, as a result, has bucked an industry trend of agent turnovers.