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call centre
(redirected from Agent turnover)

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call centre

Office that deals with customers' telephone enquiries. Call centres often employ several hundred staff in a tightly regulated environment, and they are often described as the developed world's equivalent of the sweatshop, or Taylorism (see scientific management) in the 21st century.

Employees are often required to read from a predetermined script and to deal with enquiries within prescribed time limits. Supervisors often listen in to conversations. The UK took the lead in the provision of call centres, which first appeared in the 1970s, but call centres could, in theory, be run from wherever the cheapest competent labour can be found.
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? Mentioned in ? References in periodicals archive
 
Consider the effects of two of the major issues facing the insurance sector today: agent turnover and heightened competition.
Like the real thing: insurers are testing the mettle of prospective ... by Ades, Kim / Best's Review
Largely because of the agents' ability to generate more revenue through their use of Echopass, Infinite Mind's agent turnover has virtually vanished.
Customers Achieve Significant ROI Using Echopass Hosted Call and ... by Business Wire
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.
Web-based hiring tool earns Limra top honors. (Technology Notes: ... by Best's Review
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