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Bank 2.0 by Brett King

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The Rise of the Call Centre

UNFORTUNATELY, we sometimes just end up getting bad service from call centres. I don’t know if you’ve ever sat in a call centre for a few weeks taking calls, but it can be hard, depressing and soul destroying work unless you have a really positive view on life and the world in general.

In the UK, surveys show that call centre staff turnover on average is around 25 per cent per annum but can peak out at between 60–80 per cent.1 In locations such as India and China, staff turnover averages out around 50 per cent and can even top 100 per cent a year in companies that have poor HR policies and staff support mechanisms. Many contact centres employ young university students who are looking for some quick cash and a job ...

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