Improving Employee Motivation and Retention in Call Centers: Is Adding Layers the Answer?

Bozionelos, Nikos
August 2008
Academy of Management Perspectives;Aug2008, Vol. 22 Issue 3, p114
Academic Journal
The article discusses the results of a research paper published in a 2008 issue of the journal "Industrial Relations," by Philip Moss, Harold Salzman and Chris Tilly, titled "Under construction: The continuing evolution of job structures in call centers." The study investigated employee turnover, hierarchical structures and career opportunities in call centers. The results indicated that call centers typically strive for cost minimization through flat hierarchies, but often discover that functional levels of customer service cannot be delivered without increasing their supervisory apparatus and employee retention efforts.


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