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Article
Publication date: 1 June 2005

Kevin Cordray

Explains SITEL Direct's approach to staff retention and how successful strategies to empower, encourage and promote employees provide business benefits to its clients and their

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Abstract

Purpose

Explains SITEL Direct's approach to staff retention and how successful strategies to empower, encourage and promote employees provide business benefits to its clients and their customers.

Design/methodology/approach

Highlights the main benefits available to agents working in SITEL's bureau and fulfillment programs: varied work, flexible hours, good training and personal development opportunities, and the chance to work in one of England's prettiest towns. Emphasizes the importance of having a settled team.

Findings

Shows that SITEL has established a monthly retention target of 95 percent for its bureau agents, but in 2004, there was an average monthly retention rate of 97.2 percent in quarter one, 95.9 percent in quarter two and 94.3 percent in quarter three. Fulfillment has achieved even higher retention rates. With a similar target of 95 percent monthly retention, the program in 2004 achieved an average monthly retention rate of 100 percent in quarter one, 97.2 percent in quarter two and 97.8 percent in quarter three.

Practical implications

Demonstrates that high staff turnover need not, in all cases, characterize the call‐centre industry.

Originality/value

Emphasizes that the agents working in SITEL's bureau and fulfillment programs are critical to the success of a client's campaign, as they are the first people that consumers interact with either directly or indirectly.

Details

Human Resource Management International Digest, vol. 13 no. 4
Type: Research Article
ISSN: 0967-0734

Keywords

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Expert briefing
Publication date: 23 November 2017

Outlook for US financial regulation.

Details

DOI: 10.1108/OXAN-DB226003

ISSN: 2633-304X

Keywords

Geographic
Topical
Available. Content available
Book part
Publication date: 24 September 2018

Abstract

Details

Metric Culture
Type: Book
ISBN: 978-1-78743-289-5

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