Purpose – This paper, a case study, aims to illustrate the application of lean six sigma in a call centre of a service industry corporation. Design/methodology/approach – The study draws on process information and primary data from a real project. Findings – The study describes...

Purpose – The purpose of this paper is to provide an exploratory look at facilities and estates management help desks in four different case study organisations. Design/methodology/approach – A case study methodology was adopted, with semi‐structured interviews and observations as the...

Purpose – The paper seeks to determine whether and how the quality of working life (QWL) varies between call centres (CCs) in the in‐house/outsourced, public and private sectors and the implications of these findings on human resource management (HRM). Design/methodology/approach – This...

Purpose – Explains SITEL Direct's approach to staff retention and how successful strategies to empower, encourage and promote employees provide business benefits to its clients and their customers. Design/methodology/approach – Highlights the main benefits available to agents working in...

Purpose – Reports on the establishment of an ethical call centre in Bradford, UK, which aims to challenge the industry's “sweat‐shop” image and reputation for poor customer service and HR management. Design – Draws on the information provided in an interview with Alison Widdup, who...

Purpose – Describes an award‐winning training programme that helps newly recruited call handlers at Friends Provident's call centre, to understand and use computer and telephone systems, develop the skills to answer customers' e‐mails and handle calls confidently....

Purpose – Puts forward the reasons to focus on employees of call centres and contact centres above any other factor, when looking at ways of improving the customer experience. Design/methodology/approach – Presents the views of Ian Munro, managing director of Contactcenters.com, who has 20...

Purpose – This article describes a training program for new recruits to the UK call center of direct‐savings bank ING Direct. Design/methodology/approach – Draws on information provided by the company's senior trainer. Findings – Reveals that when ING Direct launched in the UK three...

Purpose – Describes a new induction program at a Scottish and Southern Energy contact centre, which has slashed staff attrition and helped to double customer‐satisfaction ratings. Design/methodology/approach – Contrasts the old, 12‐week induction program, which was heavily geared towards...