Knowledge@wharton

It’s no surprise that the front lines of a corporate call center are unusually stressful but companies don’t always account for that when hiring and training workers for this critical customer contact role according to speakers at a recent Call Center Industry Forum sponsored by Wharton’s Financial Institutions Center. Given that an estimated 3% of the U.S. workforce is employed in call centers and that such centers typically experience a 30% annual turnover it’s clear that new approaches to call center management are needed. See acast.com/privacy for privacy and opt-out information.