Call Center Staffing and Retention

[Adorno]

For those of you interested in call center staffing and retention issues, we recently wrote a chapter case study on this issue that was published in an ASTD book titled "In Action: Recruiting and Retaining Call Center Employees".

Our chapter is the opening chapter of the book (following the editor's) and is titled "Employment Testing to Reduce Call Center Employee Turnover". There are other relevant chapters as well.

The softcover book is 225 pages and is edited by Jack Phillips and Natalie Petouhoff. You can probably obtain a copy by visiting www.astd.org or by calling ASTD at 800-628-2783.

We are NOT compensated for book sales. Just thought you might like the information.

We also have articles on our website about call center employee turnover which is at www.degarmogroup.com

Hope this helps.
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Anthony Adorno
Vice President
The DeGarmo Group, Inc.
Bloomington, IL
(309) 820-1435 voice
Adorno@degarmogroup.com
www.degarmogroup.com
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