Call Centre Services: The Good, the Bad, and the Ugly

Document Type

Letter to the Editor

Publication Date

7-31-2009

Abstract

Excerpt: All is not well with call centres. The good is frequently overshadowed in the news by the bad and the ugly. Although meant for customer service, the service quality of frontline staff in call centres is becoming an issue of concern, as more and more consumers are complaining and are dissatisfied with the quality of service received (Anton, 1999). Call centres have been criticised for their employee management practices, i.e. their “sweatshop” approach (Taylor and Bain, 1999) and the “sacrificial HR strategy” (Wallace et al., 2000), where control and efficiency are emphasised at the cost of employee stress and turnover. These have in turn led to poor service quality and low customer satisfaction.

Comments

Copyright © 2009, Emerald Group Publishing Limited.

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