ILR Impact Brief - Ownership Status Matters: Call Centers, Employment Systems, and Turnover

Content Provider	Semantic Scholar
Author	Batt, Rosemary Doellgast, Virginia Kwon, Hyunji
Copyright Year	2006
Abstract	Each type of call center (i.e., ownership status) is associated with particular strategies and systems, which in turn influence quit rates. In-house call centers typically focus on service quality and adopt quasi-professional employment systems (higher pay, more opportunities for employee problem-solving, minimal performance monitoring). Cost control, by contrast, is the strategic driver of outsourced and offshore call centers, which favor low-commitment employment systems that depend on close monitoring and limited on-the-job discretion. Turnover, a major problem for the entire industry, is lowest at in-house call centers and highest at outsourced facilities.
File Format	PDF HTM / HTML
Alternate Webpage(s)	https://digitalcommons.ilr.cornell.edu/cgi/viewcontent.cgi?article=1004&context=impactbrief&httpsredir=1&referer=
Alternate Webpage(s)	https://digitalcommons.ilr.cornell.edu/cgi/viewcontent.cgi?article=1004&context=impactbrief
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article