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ILR impact brief - ownership status matters: call centers, employment systems, and turnover impact

Batt, Rosemary, Doellgast, Virginia and Kwon, Hyunji (2006) ILR impact brief - ownership status matters: call centers, employment systems, and turnover impact. Cornell University, Ithaca, New York.

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Abstract

Each type of call center (i.e., ownership status) is associated with particular strategies and systems, which in turn influence quit rates. In-house call centers typically focus on service quality and adopt quasi-professional employment systems (higher pay, more opportunities for employee problem-solving, minimal performance monitoring). Cost control, by contrast, is the strategic driver of outsourced and offshore call centers, which favor low-commitment employment systems that depend on close monitoring and limited on-the-job discretion. Turnover, a major problem for the entire industry, is lowest at in-house call centers and highest at outsourced facilities.

Item Type: Monograph (Report)
Official URL: http://www.ilr.cornell.edu/CAHRS/
Additional Information: © 2005 School of Industrial and Labor Relations, Cornell University
Library of Congress subject classification: H Social Sciences > HD Industries. Land use. Labor
Sets: Departments > Management
Rights: http://www.lse.ac.uk/library/usingTheLibrary/academicSupport/OA/depositYourResearch.aspx
Date Deposited: 30 Jul 2009 11:10
URL: http://eprints.lse.ac.uk/24540/

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