The report is comprehensive, yet it is concise and offers a simple analysis of its findings. It summarizes the most important aspects in the business that focuses on management and employment practices across Asia, Africa, South America, North America and Europe. Covering almost 2,500 centers in 17 countries that include 475,000 call center employees, it paints a holistic picture of the industry.
Excerpts from the report include:
Results suggest that institutional factors, business strategies, and operational choices play important roles in shaping call center management and employment outcomes.
Centers that target a unique customer group are able to design their management and employment systems to match the demand characteristics of that group.
Subcontractors differ significantly from in-house centers in their management and employment systems. It may be explained by their higher strategic emphasis on cost reduction and greater fluctuation in demand as they handle multiple client contracts.
Here are some of the questions that will be answered in their study:
How many days do newly-hired workers typically receive in their initial training? Is there a difference between these countries?
How many percent hire full time, part time or offer contractual jobs within their center?
How long would an average phone call take?
How many percent would comprise voice or multi-channel transactions?
What are the costs of high turnover?
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