Past empirical research related to call centres' has had a preoccupation with panoptic extrapolations and suggestions of stereotyping of call centres using ‘sacrificial HR' strategies that encourage, high staff turnover, absenteeism and stress as the norm. The aim of this research is to...

High rates of labour turnover in the call centre sector are, in the view of some commentators, indicative of widespread employee 'burnout'. However, few studies have formally investigated the frequency or antecedents of job burnout for this particular group of workers. This paper presents the...

Recruitment processes are seen as critical to the success of contemporary organizations and integral to human resource practices, particularly in those firms setting up greenfield operations or undertaking organizational change programs. This article analyses the recruitment methods used in...