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Call Center Staffing and Retention

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  • #12753
    Anthony Adorno

    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 or by
    calling ASTD at 800-628-2783.

    We also have free articles on our website about call center employee turnover
    which is at

    Also, we are not compensated at all for book purchases. I just thought you might like to have the information available.

    Hope this helps.

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