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Latest News

Call centre staff satisfaction improves

by Personnel Today 10 Nov 2000
by Personnel Today 10 Nov 2000

Call centre staff are less bored and stressed than previously, but want more opportunities for career advancement.

Research released yesterday by Sitel Consulting shows only a small percentage of customer service professionals now leave their job as a result of stress, boredom or long hours after years of investment into improved work conditions by call centres.

Ian Winham, managing director of Sitel Consulting, said that while contact centres had been successful in combating many of the traditional reasons for staff to leave their jobs, they needed to concentrate more on non-monetary incentives such as training and career development programmes.

An average call centre employing 100 people can now expect to spend about £28,000 a year on training staff.

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“Tactics such as pay incentives and gifts remain popular, of course, But what we can see now are staff who build a career on the experience they gain in a call centre,” said Winham.

By Jennifer Woollons

Personnel Today

Personnel Today articles are written by an expert team of award-winning journalists who have been covering HR and L&D for many years. Some of our content is attributed to "Personnel Today" for a number of reasons, including: when numerous authors are associated with writing or editing a piece; or when the author is unknown (particularly for older articles).

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Personnel Today
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