'Why do we bother?’: Recruitment and Training in a Call Centre
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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.
Reworking Work: AIRAANZ 05 - Proceedings of the 19th Conference of the Association of Industrial Relations Academics of Australia and New Zealand - Volume 1. Refereed Papers
Copyright 2005 Association of Industrial Relations Academics Australia & New Zealand (AIRAANZ). The attached file is reproduced here in accordance with the copyright policy of the publisher. Use hypertext link for access to publisher's website.