Levels of Involvement and Retention of Agents in Call Centres: Improving Well-Being of Employees for Better Socioeconomic Performance [r-libre/533]

Pierre, Xavier et Tremblay, Diane-Gabrielle (2011). Levels of Involvement and Retention of Agents in Call Centres: Improving Well-Being of Employees for Better Socioeconomic Performance. Journal of Management Policy and Practice, 12 (5), 53-71.

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Catégorie de document :	Articles de revues
Évaluation par un comité de lecture :	Oui
Étape de publication :	Publié
Résumé :	This study analyzes call centres in relation with their socioeconomic performance. The main problem these organisations have to deal with is the retention of their agents. Management staff underlines the difficulty they have to retain the agents they have trained. Turnover rate is often over 70%. The agents don't wish to stay and don't feel involved in the organization, which impacts on the quality of services. The study explores the factors and the ways to improve implication and retention of agents in this type of organisation.
Déposant:	Tremblay, Diane-Gabrielle
Responsable :	Diane-Gabrielle Tremblay
Dépôt :	04 févr. 2015 14:27
Dernière modification :	16 juill. 2015 00:46

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