Recruitment and retention in call and contact centres
We examine the resourcing pressures facing call centres and talk to William Hill, Lloyds TSB, Bridgend, and the Student Loans Company about how they have successfully introduced some innovative ways of recruiting and retaining staff.
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The joint IRS/CCA call centre survey for 2005/06 finds a relatively low 20% labour turnover rate, but there are wide variations between individual centres. |
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