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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Today's contact centers are pressured to drive down costs and challenged to manage agent turnover, continually changing product information, and disparate systems.
Data silos, differing inbound and outbound applications and a patchwork of phone hardware made it more of a nightmare than coping with agent turnover.
However, outsourcing firms must continue to contain cost in the face of high agent turnover and a weakening U.
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.
Ragsdale identified exploding incident volumes, increased issue complexity, high levels of agent turnover, declining service levels and rising customer expectations as potential threats to the industry.
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.
Largely because of the agents' ability to generate more revenue through their use of Echopass, Infinite Mind's agent turnover has virtually vanished.
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.
In addition to WFO and its impact on customer service strategies, retention and loyalty techniques, workforce models and evolving technologies, the seminar series also will include roundtables and best practice discussions that highlight tips and "how tos" for managing customer churn, decreasing agent turnover, implementing more efficient processes and improving training initiatives.