Improving employee motivation and retention in Call Centers: Is adding layers the answer?

Bozionelos, N.

doi:10.5465/amp.2008.34588001

Improving employee motivation and retention in Call Centers: Is adding layers the answer?

Bozionelos, N.

Authors

N. Bozionelos

Abstract

The article discusses the results of a research paper published in a 2008 issue of the journal "Industrial Relations," by Philip Moss, Harold Salzman and Chris Tilly, titled "Under construction: The continuing evolution of job structures in call centers." The study investigated employee turnover, hierarchical structures and career opportunities in call centers. The results indicated that call centers typically strive for cost minimization through flat hierarchies, but often discover that functional levels of customer service cannot be delivered without increasing their supervisory apparatus and employee retention efforts.

Citation

Bozionelos, N. (2008). Improving employee motivation and retention in Call Centers: Is adding layers the answer?. Academy of Management Perspectives, 22(3), 114-116. https://doi.org/10.5465/amp.2008.34588001

Journal Article Type	Article
Publication Date	Aug 1, 2008
Deposit Date	May 22, 2009
Publicly Available Date	Dec 1, 2017
Journal	Academy of Management Perspectives
Print ISSN	1558-9080
Electronic ISSN	1943-4529
Publisher	Academy of Management
Peer Reviewed	Peer Reviewed
Volume	22
Issue	3
Pages	114-116
DOI	https://doi.org/10.5465/amp.2008.34588001
Public URL	https://durham-repository.worktribe.com/output/1530849