Wednesday, 02 September 2009 16:40

A Call Center That Succeeds by (Gasp) Valuing Employees

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ITBusinessEdge - by Ann All - September 2, 2009


Many folks think it's a given that service quality declines when call center work is moved offshore. Earlier this summer I wrote about the difficulty of maintaining service quality here in the United States, where call centers typically experience sky-high churn rates. It's a big problem, considering the high costs of replacing employees. I cited a statistic from Paul Stockford, chief analyst at Saddletree Research and director of research for the National Association of Call Centers (NACC), who puts the cost of attrition at call centers at

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