Curbing attrition in a call center: The relationship between the retention of call center representatives and the use of behavioral assessment hiring tools.

摘要

Call center attrition is impacting call centers throughout the world. Attrition ranges from 5% to 32% in most call centers. This equates to millions of dollars in recruiting, hiring, and training. This dissertation explores the influences that the organization, the environment and the job itself have on an individual's decision to leave the call center. It focuses on directly on person-job fit in relation to personalities and behaviors and attempts to unlock the secret between job fit, behaviors and personalities and call center attrition. The tool that will be used to make this link is Predictive Index---a behavioral profiling tool used for recruiting and hiring in organizations. The Predictive Index tool measures the fit between a person's behavioral characteristics and the characteristics needed within the job itself. This dissertation analyzes employee attrition at Company A by examining the relationship between call center employees who voluntarily terminated their employment during an 18-month period and their behavioral characteristics and gender.