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ILR impact brief - ownership status matters: call centers, employment systems, and turnover impact

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image for OpenScout resource :: ILR impact brief - ownership status matters: call centers, employment systems, and turnover impact

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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.

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en

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http://eprints.lse.ac.uk/24540/

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