National study examines call centre workforce

Recruitment firm, Kelly Services, has completed a nationwide study of workforce satisfaction in the call centre industry.

In conjunction with research firm, callcentres.net, Kelly Servicesí 2007 Employee Satisfaction Benchmark Study examines the factors that contribute to best practice in managing a call centre workforce.

Preliminary results point to an increase in employee satisfaction over the past year. However there are still concerns over remuneration and working hours.

The full results of the study will be announced early July in a series of breakfast events throughout Melbourne, Sydney and Brisbane, led by callcentres.net Director Dr. Catriona Wallace.

The results cover critical aspects of employment in the call centre industry including employee satisfaction, likely tenure, job commitment and the perceived importance of selected job attributes.

Some 18 call centres and 718 call centre agents participated in the study from Australia and New Zealand with the majority of respondents handling both inbound and outbound calls.

The outcomes of the study come at a time of continued concern over staff turnover rates in Australian call centres, and a new focus on how employee satisfaction and retention can contribute to call centre effectiveness.

James Bowmer, Country Manager of Kelly Services, said the study has been conducted annually since 2003 and provides valuable data and insights into the industry.

ìThe results of this research are critical in assisting management in call centres to identify, forecast and proactively develop strategies to increase performance and improve retention.î

The study enables call centres to benchmark themselves against others in the industry with each organisation receiving a comprehensive individualised report.

The results will be announced at events held in Melbourne on 4 July, Sydney on 5 July and Brisbane on 6 July. To find out more go to: