Call centres - Same headset - new mindset

Sean Fox-Charlesworth, associate director, contact centre, at Budget Insurance Services
01 Apr 2004

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The contact-centre industry is known for its staff retention difficulties.

Recent Health and Safety Executive research revealed that working in call centres is more stressful than any other job and that staff wellbeing is very low. Add to this their reputation for being like battery farms - cramped offices where the 'hens' are squeezed together to perform just one duty, with no thought for their feelings or comfort - and it's no wonder the industry has struggled to find and keep employees.

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