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Calling on compensation in Australian call centres
Gary Crone
School of Management and Policy, University of Canberra, ACT
Lorraine Carey
School of Business, University of Canberra, ACT
Peter Dowling
Business, Law and Info Science, University of Canberra, ACT
Abstract
While there is growing body of research on telephone call centre management in the UK and the USA, empirical studies in Australia are at an embryonic stage. To date, most of the studies have focused on the management of employee performance. The principal aim of this study was to provide data on current compensation practices in Australian call centres and to determine the extent of their strategic and best-practice orientation. A second aim was to explore whether the strategic management of compensation can help to balance the tension between commitment to customer service and commitment to employee motivation.
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