In the fall of 2003, I accepted a new job as a recruiting manager for a call center business. It was an entirely new business to me and I had a lot to learn in a short amount of time. One thing became immediately apparent: In the call center business, the second most important measure to the business (behind profitability) was employee turnover.
Every conversation I had in my first several weeks on the job (and frankly even in the interview process) revolved around how to decrease employee turnover.
