Case studies: Recruitment and retention in call centres

IRS Employment Review talks to William Hill, Lloyds TSB and the Student Loans Company about the innovative methods they have used to recruit and retain call centre staff.

  • Recruitment and retention in call and contact centres   Read the case studies in full.

    Also

    Case study: Recruitment challenges at SITEL's call centres   Call centre operator SITEL's flexible working, training and promotion practices help it find and keep the staff it needs and maintain high levels of customer service in a challenging resourcing environment.

    Employee involvement turns around staff turnover at Kwik-Fit   Far-reaching changes at Kwik-Fit Financial Services have dramatically improved employee retention and enhanced business performance.

    02 contact centre reflects changing times for careers   A new customer contact centre in Glasgow built by mobile communications firm O2 marks a step change in call centre careers, according to Ann Pickering, O2's head of customer service HR.

    Ring the changes   Challenging the sweat-shop image and high staff turnover is all in a day's work for Tony Bailey, operations director of call centre specialist LBM. Paul Tyrell discovers how he does it.

    Call and contact centre pay and benefits   The latest study from IRS and the CCA shows starting salaries of call and contact centre staff have risen sharply in the past year, well above the typical 3% basic pay award in the sector.