Personnel Today
  • Home
    • All PT content
    • Advertise
  • Email sign-up
  • Topics
    • HR Practice
    • Employee relations
    • Equality, diversity and inclusion
    • Learning & training
    • Pay & benefits
    • Wellbeing
    • Recruitment & retention
    • HR strategy
    • HR Tech
    • The HR profession
    • Global
    • All HR topics
  • Legal
    • Case law
    • Commentary
    • Flexible working
    • Legal timetable
    • Maternity & paternity
    • Shared parental leave
    • Redundancy
    • TUPE
    • Disciplinary and grievances
    • Employer’s guides
  • AWARDS
    • Personnel Today Awards
    • The RAD Awards
  • Jobs
    • Find a job
    • Jobs by email
    • Careers advice
    • Post a job
  • XpertHR
    • Learn more
    • Products
    • Pricing
    • Free trial
    • Subscribe
    • XpertHR USA
  • Webinars
  • OHW+

Personnel Today

Register
Log in
Personnel Today
  • Home
    • All PT content
    • Advertise
  • Email sign-up
  • Topics
    • HR Practice
    • Employee relations
    • Equality, diversity and inclusion
    • Learning & training
    • Pay & benefits
    • Wellbeing
    • Recruitment & retention
    • HR strategy
    • HR Tech
    • The HR profession
    • Global
    • All HR topics
  • Legal
    • Case law
    • Commentary
    • Flexible working
    • Legal timetable
    • Maternity & paternity
    • Shared parental leave
    • Redundancy
    • TUPE
    • Disciplinary and grievances
    • Employer’s guides
  • AWARDS
    • Personnel Today Awards
    • The RAD Awards
  • Jobs
    • Find a job
    • Jobs by email
    • Careers advice
    • Post a job
  • XpertHR
    • Learn more
    • Products
    • Pricing
    • Free trial
    • Subscribe
    • XpertHR USA
  • Webinars
  • OHW+

Latest News

Stressed call centre managers factor in offshore decisions

by Personnel Today 13 Aug 2004
by Personnel Today 13 Aug 2004

The
stress of managing over-qualified staff in UK call centres is a strong factor
in the loss of jobs ‘offshore’, according to new research.

A
study by Intervoice, a provider of voice automation for call centres, shows
nearly all senior UK call centre managers feel under ‘major stress’, with just
4 per cent feeling that stress levels are not a significant issue.

The
desire to escape the headache of agent management is a strong impetus for
offshoring, with high staff turnover cited by 71 per cent as a factor in
offshoring decisions. Absenteeism cited by 70 per cent and declining levels of
customer service by 50 per cent.

According
to Intervoice’s Simon Edwards, part of the problem is the stress of managing
call centre agents who are bored by their work.

“Wage
costs are undoubtedly the initial reasons to relocate jobs, but our research
shows that a catalyst to make the move is management frustration with the
workforce,” he said.

"However,
it looks as if much of this frustration is self-inflicted.”

More
than half of the managers interviewed (56 per cent) believe the work they give
agents is unfulfilling and that the nature of call centre work and the pay
available is unlikely to attract the right quality of candidates (51 per cent).

An
even higher proportion (61 per cent) admit that the tasks they are giving their
agents are too mundane for an educated workforce.

By Quentin Reade

Personnel Today
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).

previous post
Hot weather could bring complaints from over-heated staff
next post
CBI concerned over national identity scheme

You may also like

Employees going into office just 1.5 days a...

15 Aug 2022

PwC drops 2:1 degree class requirement

15 Aug 2022

Graduate and apprentice salaries shoot up in war...

15 Aug 2022

Personnel Today Awards 2022 shortlist: Excellence in Public...

15 Aug 2022

Hiring boom set to slow as employers come...

15 Aug 2022

Are you a ‘quiet quitter’?

12 Aug 2022

July saw highest number of job adverts for...

12 Aug 2022

Transport sector recruitment ‘should be overhauled to improve...

12 Aug 2022

Liz Truss comments on Civil Service dismissed as...

12 Aug 2022

Hot summers, hot desks – employment law advice...

12 Aug 2022
  • 6 reasons why work-based learning is better than traditional training PROMOTED | A recent Fortune/Deloitte survey found that 71% of CEOs are anticipating that this year’s biggest business disrupter...Read more
  • Strengthening Scotland’s public services through virtual recruiting PROMOTED | This website is Scotland's go-to place for job seekers looking to apply for roles in public services...Read more
  • What’s next for L&D? Enter Alchemist… PROMOTED | It’s time to turn off the tedious and get ready for interactive and immersive learning experiences...Read more
  • Simple mistakes are blighting the onboarding experience PROMOTED | The onboarding of new hires is a company’s best chance...Read more
  • Preventing Burnout: How can HR help key workers get the right help? PROMOTED | Workplace wellbeing may seem a distant memory...Read more

Personnel Today Jobs
 

Search Jobs

PERSONNEL TODAY

About us
Contact us
Browse all HR topics
Email newsletters
Content feeds
Cookies policy
Privacy policy
Terms and conditions

JOBS

Personnel Today Jobs
Post a job
Why advertise with us?

EVENTS & PRODUCTS

The Personnel Today Awards
The RAD Awards
Employee Benefits
Forum for Expatriate Management
OHW+
Whatmedia

ADVERTISING & PR

Advertising opportunities
Features list 2022

  • Facebook
  • Twitter
  • Instagram
  • Linkedin


© 2011 - 2022 DVV Media International Ltd

Personnel Today
  • Home
    • All PT content
    • Advertise
  • Email sign-up
  • Topics
    • HR Practice
    • Employee relations
    • Equality, diversity and inclusion
    • Learning & training
    • Pay & benefits
    • Wellbeing
    • Recruitment & retention
    • HR strategy
    • HR Tech
    • The HR profession
    • Global
    • All HR topics
  • Legal
    • Case law
    • Commentary
    • Flexible working
    • Legal timetable
    • Maternity & paternity
    • Shared parental leave
    • Redundancy
    • TUPE
    • Disciplinary and grievances
    • Employer’s guides
  • AWARDS
    • Personnel Today Awards
    • The RAD Awards
  • Jobs
    • Find a job
    • Jobs by email
    • Careers advice
    • Post a job
  • XpertHR
    • Learn more
    • Products
    • Pricing
    • Free trial
    • Subscribe
    • XpertHR USA
  • Webinars
  • OHW+