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Essay / Research Paper Abstract
A 5 page paper. Calling centers have become increasingly more important to companies that use them. Here is the company's first contact with customers and potential customers but the turnover rate ranges between 30 and 60 percent. Why? This essay addresses different human resource issues related to calling centers, such as, the traits of a successful telemarketer, supervision, training, variable pay plans, rewards and incentives, and evaluating employees. Bibliography lists 8 sources.
Page Count:
5 pages (~225 words per page)
File: MM12_PGcalctr.rtf
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Unformatted sample text from the term paper:
end of these calls that always seem to interrupt the familys activities. It is an occupation that is scorned and looked upon with disfavor and distaste. Yet, it is an
occupation that is widely found in all corners of the globe. And, it is a career many people choose. Call centers in companies have evolved over the years to
become one of the most important functions of the businesses who use them (Stuller, 1999). Call centers are different than the traditionally perceived telemarketing firm. Call centers in businesses include
customer service and technological support as well as the traditional telemarketing functions wherein the caller is presenting the receiver with special offers from the company. The importance of these centers
to businesses is high and yet, there is an average turnover rate in excess of 30 percent and in some cases the turnover rate hits as much as 60 percent
(Stuller, 1999). Such high turnover rates have a direct impact on the companys business. It also reflects the human resource functions that relate directly to this department within any organization
and more specifically, it says that the companys training program and working conditions are most likely less than desirable (Stuller, 1999). Stuller reports that even though the number of
call centers has increased dramatically since the late 1980s, there are a very small percentage of them that can be considered excellent and successful (Stuller, 1999). This allegation is echoed
by many analysts and writers - human resources are not doing a good job of recruiting, training and retaining employees in call centers. Prochaska conducted a national study to explore
the attrition issue in relation to training (2001). Prochaska found that high attrition is attributed to a number of issues, such as a lack of opportunities for upward mobility combined
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