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

这项研究提供了三种益处。第一，改善管理实践。通过强调管理做法的差异及其影响，将编写培训材料，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在工作中管理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，并有助于保持该行业受到离岸竞争威胁的国际竞争力。第三，通过强调当前制度安排对雇佣关系和绩效的影响，政府决策将得到更好的信息。

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.