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Améliorer l'implication et la rétention des agents dans les centres d'appels : agir sur les pratiques de gestion

Author

Listed:
  • Xavier Pierre

    (ISEOR - Institut de Socio-économie des Entreprises et des ORganisations - Institut de socio-économie des entreprises et des organisations, Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon)

  • Diane-Gabrielle Tremblay

    (TELUQ - Université Téluq)

Abstract

Cet article s'intéresse principalement aux moyens qui permettraient d'améliorer les performances socio-économiques des centres d'appels. Le principal problème de ces structures est la difficulté de rétention de leurs effectifs et l'obligation d'en former de nouveaux. Les agents ne souhaitant généralement pas rester dans ces organisations, jugeant le travail peu attractif, leur implication est souvent limitée, ce qui influe négativement sur la qualité des prestations. Cet article insiste sur le besoin d'améliorer les pratiques de gestion afin d'améliorer l'implication et la rétention des agents et d'accroitre les performances des centres d'appels.

Suggested Citation

  • Xavier Pierre & Diane-Gabrielle Tremblay, 2012. "Améliorer l'implication et la rétention des agents dans les centres d'appels : agir sur les pratiques de gestion," Post-Print halshs-00950606, HAL.
    • Handle: RePEc:hal:journl:halshs-00950606
    DOI: 10.3917/resg.091.0017
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    Cited by:

    1. Echchakoui Said, 2019. "Salespeople’s reward preference methodological analysis," Journal of Marketing Analytics, Palgrave Macmillan, vol. 7(1), pages 24-39, March.

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