Call centre jobs 'better on the continent'


Call centre jobs 'better on the continent'
Call centre workers on the continent enjoy better a quality of jobs than those in the UK, new research finds.

A study from the University of Sheffield found that call centre roles in continental Europe outperformed those in both the UK and the US in terms of job quality.

Unsurprisingly, this meant that call centre staff on the continent were more inclined to stay in their jobs for longer and European call centres consequently had a lower staff turnover than those in the US, UK and India.

A separate study from the university found that effective training could reduce employee turnover but that some employers were reducing their investment in training because employees did not stay long, creating a catch 22 situation.

Dr David Holman from the University of Sheffield's Institute of Work Psychology said: "Since their very establishment, call centres have been at the height of controversy and many myths have evolved about their nature.

"Hopefully this new insight will further stimulate debate and provide guidance for policy and practice in order for the management of call centres to be improved."

The findings of the studies are set to be discussed by managers, union representatives and policy makers at a conference in Edinburgh today.

Related categories: Customer Services.

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