Call Centers: Using Social Networks to Spur Staff Retention and Productivity

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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