A 2003 employee survey conducted by Arbitron, a US media and marketing information firm, revealed that favourable responses had declined, that 36%of the company’s call centre staff planned to leave within the next 12 months and that 30% of these cited career development as a contributing factor. To achieve an improvement in the following year’s survey and to retain its high-performing individuals, management obtained input from call centre staff through a series of all-staff meetings where e...

BPIR Categories

9.7.1 Encourage employee involvement and feedback
9.3.2 Develop succession & career plans

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