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agent turnover |
Also found in: Wikipedia, Hutchinson | 0.04 sec. |
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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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? Mentioned in | ? References in periodicals archive | |
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Consider the effects of two of the major issues
facing the insurance sector today: agent turnover and heightened
competition.
Largely because of the agents' ability to generate more revenue
through their use of Echopass, Infinite Mind's agent turnover has
virtually vanished. The tool, which can help reduce agent turnover 20% or more, enables
call centers to improve agent retention by hiring employees based on
their compatibility with organizational culture, according to Limra, a
worldwide association providing research, consulting and other services
to insurers and financial service companies. |
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agent turnover
