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.Full text not available from this repository.
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)|
|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|
|Date Deposited:||30 Jul 2009 11:10|
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