The challenge of the call center
By: HUTTCHINSON, Sue
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Contributor(s): PURCELL, John | KINNIE, Nick.
Material type: 
ArticlePublisher: 2000Subject(s): Gestão de Recursos Humanos | Compromisso | Gestão de Desempenho | RAC | Atendimento ao CidadãoHuman Resource Management International Digest 8, 5, p. 4-6Abstract: 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
| Item type | Current location | Collection | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
| Periódico | Biblioteca Graciliano Ramos | Periódico | Not for loan |
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
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