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

这项研究提供了三种好处。第一，改进管理实践。通过突出各种管理做法及其影响，将编制培训材料，以提高呼叫中心的管理能力。其次，我们的目标是填补目前在培养员工管理工作情绪的技能方面存在的空白。这将减少工作倦怠和劳动力流动率，并有助于保持该行业受到海外竞争威胁的国际竞争力。第三，通过强调现行制度安排对就业关系和绩效的影响，政府决策将更好地了解情况。

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.