'Why do we bother?': Recruitment and Training in a Call Centre
| File | Size | Format | |
|---|---|---|---|
| 29364_1.pdf | 229Kb | Adobe PDF | View |
| 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 |
| Date Available | 2008-08-18T06:30:15Z |
| 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 |
Please use this identifier to cite this record: http://hdl.handle.net/10072/2877
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