Recruiting and Retaining Call Center Employees: In Action Case Study Series

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American Society for Training and Development, Jan 9, 2006 - Business & Economics - 240 pages
Call centers are the first touch in the customer pipe-line. Help these people reach their potential and ensure that they contribute to your bottom-line by improving the training, recruiting, and evaluating your call center employee programs. Use the included case studies to see best practices and manage the ROI of your call center programs.
 

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Contents

Tools to Increase Human Potential and the Bottom Line
1
Employment Testing to Reduce Call Center Employee Turnover
27
A Practical Guide and Examples for Call Center Employees
41
Creating the Optimal Service Experience for Your Most Profitable Customers Intuit Inc
81
A Wireless Voice and Data Services Company
93
Trans American Airways
113
A Data and Voice Communication Service Company
127
Duke Power
147
Financial Institution
163
The Braun Consumer Service Center
175
Financial Services Company
191
Purdue University
211
About the Editor
223
About the Series Editor
225
Copyright

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Page v - As are most professionals, the people involved in human resource development (HRD) are eager to see practical applications of the models, techniques, theories, strategies, and issues the field comprises.
Page v - To provide real-world examples of HRD program application and implementation. Each case describes significant issues, events, actions, and activities. When possible, actual names of organizations and individuals are used. Where names are disguised, the events are factual. • To focus on challenging and difficult issues confronting the HRD field. These cases explore areas where it is difficult to find information or where processes or techniques are not standardized or fully developed. Emerging issues...
Page v - To serve as a self-teaching tool for people learning about the HRD field. As a stand-alone reference, each volume is a practical learning tool that fully explores numerous topics and issues. • To present a medium for teaching groups about the practical aspects of HRD. Each book is a useful supplement to general and specialized HRD textbooks and serves as a discussion guide to enhance learning in formal and informal settings. These cases will challenge and motivate you. The new insights you gain...
Page v - Development has established this series of casebooks to fill this need. Covering a variety of topics in HRD, the series should add significantly to the current literature in the field. This series has the following objectives: • To provide real-world examples of HRD program application and implementation. Each case will describe significant issues, events, actions, and activities. When possible, the actual names of the organizations and individuals involved will be used.
Page v - ... To recognize the work of professionals in the HRD field by presenting best practices. Each book in the series will attempt to represent the most effective examples in the field. The most respected organizations, practitioners, authors, researchers, and consultants will be asked to provide cases. • To serve as a self-teaching tool for people learning about the HRD field. As a stand-alone reference, each volume should be a very useful learning tool. Each case will contain many issues and fully...
Page v - These cases will explore areas where it is difficult to find information or where the processes or techniques are not standardized or fully developed. Also, emerging issues critical to success in the field will be covered in the series. • To recognize the work of professionals in the HRD field by presenting best practices. Each book in the series will attempt to represent the most effective examples in the field. The most respected organizations, practitioners, authors, researchers, and consultants...
Page v - ... authors, researchers, and consultants will be asked to provide cases. • To serve as a self-teaching tool for people learning about the HRD field. As a stand-alone reference, each volume should be a very useful learning tool. Each case will contain many issues and fully explore several topics. • To present a medium for teaching groups about the practical aspects of HRD. Each book should serve as a discussion guide to enhance learning in formal and informal settings. Each case will have questions...
Page v - ... issues relevant to their field. In recent years, practitioners have developed an intense desire to learn about the first-hand experiences of organizations implementing HRD programs. To fill this critical void, the Publishing Review Committee of the American Society for Training & Development established the In Action casebook series. Covering a variety of topics in HRD, the series significantly adds to the current literature in the field. The In Action series objectives are: • To provide real-world...

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