Study: turnover costly to call centers

Article Abstract:

A study released in Aug 2000 by Princeton, NJ-based management consultancy Sibson and Co has found that the telephone marketing services industry is losing $5.4 billion a year or more than 40% of its $12 billion in annual earnings because of high turnover rates among call center employees. The study found that call centers in the US collectively experience an average 31% turnover among roughly 2.5 million employees. By comparison, the average turnover for all US industries is only 15%.

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Nextel taps RMH Teleservices as inbound call center provider

Article Abstract:

Nextel Comunications has selected RMH Teleservices to provide inbound call center services for its wireless communications customers. The contract is expected to provide RMH with a much needed bost. RMH suffered a financial setback at the end of 2000, that forced the closure of several of its call centers. Although RMH lost a major insurance client, which led to the call center closures, business among its financial clients increased 34%. RMH expects to begin serving Nextel in the middle of 1st qtr FY2001.

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No-call list cuts jobs, profits and annoyances

Article Abstract:

The impact of no-call list on call centers like A Direct Result Inc. is discussed. Loosing jobs, profits and productivity levels going down is making it difficult for telemarketers to survive.

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