Knowledge@Wharton: Call Centers: Using Social Networks to Spur Staff Retention and Productivity
Knowledge@Wharton: Call Centers: Using Social Networks to Spur Staff Retention and Productivity"Castilla’s research focuses on the hiring and post-hiring practices of call-center employees at financial institutions, concentrating on the effect of employee referrals in hiring, training, and retaining employees and in fact, keeping them working at all. His findings show that while it may be a positive move to have current employees refer new workers, it is equally important to make sure that employers keep those older referrer employees around and satisfied as well, especially if they are good performers."
Permalink | Monday, April 21, 2003
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