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March 30, 2000- Six-month Call Center Fit Index (CCFI) Case Study Released The DeGarmo Group, Inc., of Bloomington, IL officially released a six-month case study demonstrating the effectiveness of
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Call Center EmployeeTurnover Case Study

posted at 3/30/2000 5:15 AM EDT
Posts: 1
First: 3/30/2000
Last: 3/30/2000
March 30, 2000- Six-month Call Center Fit Index (CCFI) Case Study Released

The DeGarmo Group, Inc., of Bloomington, IL officially released a six-month case study demonstrating the effectiveness of the Call Center Fit Index (CCFI) for reducing employee turnover in a customer service-based call center.

The CCFI-Service is a preemployment test designed to identify job applicants who are likely to remain employed as Customer Service Representatives in call center environments. While there also is a CCFI version for hiring Sales Representatives, the present case study only includes CSR data.

The research included a sample of 72 job applicants for entry-level CSR positions. Because the CCFI was used for pilot purposes only, all applicants were hired regardless of their performance on the CCFI.

Based on turnover data sent by the client organization after 6 months, the CCFI could have reduced turnover between 28% and 45% depending on the hiring criteria used by the organization, with a potential return-on-investment ranging from $25,000 to $48,000.

To review the case study, or for more information on the Call Center Fit Index, visit The DeGarmo Group homepage at:

http://www.degarmogroup.com
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Call Center EmployeeTurnover Case Study

posted at 6/9/2010 7:55 PM EDT
Posts: 1
First: 6/9/2010
Last: 6/9/2010
Thanks for sharing this study. Mass turnovers is indeed one of the problems of call centers. I work in a [url=http://www.openaccessmarketing.com]Philippine outsourcing[/url] company, and we are constantly thinking of ways to keep our agents happy in order to lower the rate of turnover.
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Call Center EmployeeTurnover Case Study

posted at 6/23/2010 9:17 AM EDT
Posts: 1
First: 6/23/2010
Last: 6/23/2010
What I call "unholy" hours are common at those Philippine call centers - split shifts, graveyard shifts , partial days ; plus the problems of transportation costs boggle the mind - not to mention the difficulties of trying to support a family on X number of Pesos a day.

Char

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Call Center EmployeeTurnover Case Study

posted at 6/23/2010 9:25 AM EDT
Posts: 562
First: 11/12/2009
Last: 9/14/2011
The original posting for this thread is 10 years old.....
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Call Center EmployeeTurnover Case Study

posted at 6/23/2010 10:34 AM EDT
Posts: 544
First: 9/27/2004
Last: 9/13/2011
I thought it looked familiar...
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