Recruitment, training and turnover: another call centre paradox

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Title Recruitment, training and turnover: another call centre paradox
Author Townsend, Keith John
Journal Name Personnel Review
Year Published 2007
Place of publication UK
Publisher Emerald Group Publishing Ltd.
Abstract Purpose – There appear to be many paradoxes within the management of the growing call centre sector. The purpose of this paper is to consider one of these paradoxes, the extensive recruitment and training regimes in workplaces that are faced with very high levels of turnover. Design/methodology/approach – This research is of a single worksite, a call centre of a public utilities company. The research method was non-participant observation over a seven-month period coupled with ten interviews with key personnel. Findings – It was found that the organisation was able to offset the costs of training and recruitment through internal transfers within the larger organisation. Research limitations/implications – It is a single site study, hence, while of substantial depth the findings are not generalisable. More broad based research is required in the area. Practical implications – A useful source of information for practitioners in call centres, as well as researchers in the area of recruitment, training and call centres. Originality/value – This paper provides a valuable insight into an area of call centres that has not been adequately investigated; that of recruitment and training employees for emotional labour.
Peer Reviewed Yes
Published Yes
Publisher URI
Alternative URI
Volume 36
Issue Number 3
Page from 476
Page to 490
ISSN 0048-3486
Date Accessioned 2008-04-16
Language en_AU
Research Centre Centre for Work, Organisation and Wellbeing
Faculty Griffith Business School
Subject PRE2009-Industrial Relations
Publication Type Journal Articles (Refereed Article)
Publication Type Code c1x

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