Call-centers are usually regarded as high-pressure workplaces where pay is often skimpy and turnover is rampant. Employee turnover rates in the industry range from 25% to 45% a year – which poses a problem for employers who invest substantial amounts in training workers only to see them leave. A new study by Emilio J. Castilla, a professor of management at Wharton, shows that if call-center operators want to reduce such high turnover rates, improve worker retention, and even increase employee productivity, tapping into social networks could provide a possible solution.
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