Call Centre Retention

Call Centre Retention

Call Centre Retention

Summary of the article's main points

The concept of customer contact services to destinations like India has become commonplace. Global companies outsourcing their call centers in other countries are corroborated by the accessibility to high quality workforce at a low cost. (Taylor, 2010) However, this competitive advantage is under risk because of the shortage of talent; increase in salaries and most significantly, the high rate of employ attrition. This paper aims to address some of the key challenges which are faced by call centers in retaining the talent in the outsourcing sector, such as work ...