HUTTCHINSON, Sue
The challenge of the call center - 2000
Today's call centers may not be as bad as the mills and swatshops of the las century, but the worst of them exert a great deal of control over their employees. In many of them employees are closely monitored and the work that they do is stressful and repetitive. As a consequence of this working environment labor turnover and absentee rates are high. Eventually, this has and adverse impact on the business, and particularly on customer and employee satisfaction levels. A the RAC (the UK's second largest monitoring membership organization), the emphasis has been on implementing high commitement management in its Bristol call center
Gestão de Recursos Humanos
Compromisso
Gestão de Desempenho
RAC
Atendimento ao Cidadão
The challenge of the call center - 2000
Today's call centers may not be as bad as the mills and swatshops of the las century, but the worst of them exert a great deal of control over their employees. In many of them employees are closely monitored and the work that they do is stressful and repetitive. As a consequence of this working environment labor turnover and absentee rates are high. Eventually, this has and adverse impact on the business, and particularly on customer and employee satisfaction levels. A the RAC (the UK's second largest monitoring membership organization), the emphasis has been on implementing high commitement management in its Bristol call center
Gestão de Recursos Humanos
Compromisso
Gestão de Desempenho
RAC
Atendimento ao Cidadão
