The impact of increased employee retention on performance in a customer contact center

• 成果类型: Article
• 署名作者: Whitt, Ward
• 署名单位: Columbia University
• 刊物名称: M&SOM-MANUFACTURING & SERVICE OPERATIONS MANAGEMENT
• ISSN/ISSBN: 1523-4614
• DOI: 10.1287/msom.1060.0106
• 发表日期: 2006
• 页码: 235-252
• 关键词: contact centers; Call centers; retention; EMPLOYEE TURNOVER; churn; agent job satisfaction; COMPENSATION; Autonomy; stress; stochastic models; renewal theory; stochastic comparisons

摘要

A mathematical model is developed to help analyze the benefit in contact-center performance obtained from increasing employee (agent) retention, which is in turn obtained by increasing agent job satisfaction. The contact-center performance may be restricted to a traditional productivity measure such as the number of calls answered per hour, or it may include a broader measure of the quality of service, e.g., revenue earned per hour or the number of problems successfully resolved per hour. The analysis is based on an idealized model of a contact center in which the number of employed agents is constant over time, assuming that a new agent is immediately hired to replace each departing agent. The agent employment periods are assumed to be independent and identically distributed random variables with a general agent-retention probability distribution, which depends on management policy and actions. The steady-state staff-experience distribution is obtained from the agent-retention distribution by applying renewal theory. An increasing real-valued function specifies the average performance as a function of agent experience. Convenient closed-form expressions for the overall performance as a function of model elements are derived when either the agent-retention distribution or the performance function has exponential structure. Management actions may cause the agent-retention distribution to change. The model describes the consequences of such changes on the long-run average staff experience and the long-run average performance.