Managing Call Centres: A Study of Management Practices, Work and Outcomes

点击翻译按钮获取中文摘要

The study offers three types of benefits. First, improvements in management practice. By highlighting variations in management practice and its effects, training materials will be developed to improve call centre management capability. Second, we aim to fill a gap that currently exists in developing employee skills in managing emotions at work. This will reduce job burnout and labour turnover and help to maintain the industry's international competitiveness which is threatened by offshore competition. Third, government policy making will be better informed by highlighting the impact of current institutional arrangements on employment relations and performance.