For those of you interested in call center staffing 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 http://www.astd.org or by
calling ASTD at 800-628-2783.