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Many call centres appear to have rather involved recruitment and training processes and yet, there remains a high level of turnover and burnout reported within the industry. There appears to be a number of paradoxes within the management of the growing call centre sector. This paper considers one of these paradoxes, the extensive recruitment and training regimes in workplaces that are faced with very high levels of turnover. Along with increased levels of control over labour, this large organisation allows employees to transfer internally thus offsetting the high recruitment and training costs.

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Format:PDFSize:229 KB
Date:Feb 2005
Pages:8

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