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| Author: | Arkin, A. |
| Title: | Hold the production line |
| Journal: | People Management
1997 : FEB, VOL. 3:3, p. 22-27 |
| Index terms: | HUMAN RESOURCE MANAGEMENT UNITED KINGDOM TURNOVER |
| Language: | eng |
| Abstract: | By the year 2001, 2.2 per cent of the UK working population will be employed in call centres. Anat Arkin finds out how some organizations are trying to deal with the high stress levels and low motivation that cause "factory-level" staff turnover. He taps into the telephone-based business sector to answer the question: are call centres harbouring a 1990s version of Taylorism, with staff under pressure to keep to quotas while having little influence over their work? |
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