agent turnover


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agent turnover

In a call center, the number of agents that need to be replaced in a given period. The call center industry historically deals with extremely high turnover, with some outbound and telemarketing centers experiencing rates greater than 100% annually. More typically, a service or other inbound center may experience rates ranging from 10% to 50% or more annually. See call center.
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Data silos, differing inbound and outbound applications and a patchwork of phone hardware made it more of a nightmare than coping with agent turnover.
It can be used as an adjunct to scheduled e-learning to help improve overall call center performance, decrease agent turnover, and leverage a call center's existing investment in e-learning technology.
This is due to a number of factors, including disparate information, agent turnover and a lack of repeatable guiding processes.
Costs splashed out on newer technologies are recouped on the savings in long-distance bills, expensively located call centers, agent turnover, inefficiencies and customer churn.
We can up our processing power, lower our agent turnover, expand our self-service and contract our average handle time.
In addition, there are other benefits seen with distributed workforces, such as improved security and reduced agent turnover.
By capturing critical information that can identify problem areas early and enable prompt administrator support and issue resolution, DigiVoiceXE helps you develop stronger customer loyalties and repeat business while simultaneously reducing agent turnover.

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