Managing tenure, not turnover

ISBN-13: 9786204606736 / Angielski / Miękka / 192 str.

Jose Fernandez

Opis

This book proposes actions, techniques and procedures with the objective of increasing the permanence of salespeople in the telemarketing industry, based on various authors from different periods and different nations. Based on a global perspective that considers human capital, organizational development, knowledge management and studies of telemarketing itself, it establishes proposals that seek to answer the question: What actions, procedures and methodologies would allow to increase the percentage of permanence of personnel in the telemarketing industry? Using the interview methodology and psychological tests currently applied, results are obtained from employees in the branch to reach conclusions ranging from the recruitment and selection process, through the induction process, job definition, hiring and even the appropriate measurement of results, monitoring and recognition.

O autorze

Fernandez, JoseMBA in Senior Management. 20 years of management experience in strategic, administrative and site management in national and international markets, face-to-face and remote omnichannel operations. Expert in business processes, training, operational, analysis and quality. Certified in implementation, project development, ISO and LSS.