'Why do we bother?': Recruitment and Training in a Call Centre

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Title 'Why do we bother?': Recruitment and Training in a Call Centre
Author Townsend, Keith John
Publication Title Reworking Work: AIRAANZ 05 - Proceedings of the 19th Conference of the Association of Industrial Relations Academics of Australia and New Zealand - Volume 1. Refereed Papers
Editor Marian Baird, Rae Cooper and Mark Westcott
Year Published 2005
Place of publication Sydney
Publisher Association of Industrial Relations Academics of Australia and New Zealand
Abstract There appears to be a number of paradoxes within the management of the growing call centre sector. This paper considers one of these paradoxes, the extensive recruitment and training regimes in workplaces that are faced with very high levels of turnover. Along with increased levels of control over labour, this large organisation allows employees to transfer internally thus offsetting the high recruitment and training costs.
Peer Reviewed Yes
Published Yes
Publisher URI http://www.mngt.waikato.ac.nz/airaanz/
Alternative URI http://airaanz.econ.usyd.edu.au/papers.html
Copyright Statement Copyright 2005 Association of Industrial Relations Academics Australia & New Zealand (AIRAANZ). The attached file is reproduced here in accordance with the copyright policy of the publisher. Use hypertext link for access to publisher's website.
ISBN 1864876999
Conference name AIRAANZ 05: 19th Conference of the Association of Industrial Relations Academics of Australia & N.Z.
Location Sydney
Date From 2005-02-09
Date To 2005-02-11
URI http://hdl.handle.net/10072/2877
Date Accessioned 2005-12-17
Language en_AU
Research Centre Centre for Work, Organisation and Wellbeing
Faculty Griffith Business School
Subject Other Commerce, Management, Tourism and Services
Publication Type Conference Publications (Full Written Paper - Refereed)
Publication Type Code e1

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