ROI Solution Center

Hilton’s Call Centers: Putting the Strategies and Tactics to Work in a Large Company

Facing annual turnover of 55 percent, Olivier and Thomason recognized that doing the same traditional
retention tactics would lead to the same results. They were pleased with their overall performance against aggressive business goals but wondered how much better their centers could perform if turnover was lower and they retained more veteran agents.

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Hilton’s Call Centers: Putting the Strategies and Tactics to Work in a Large Company