chapter  6
Pay, Benefits, and the Dreaded Labor Unions
Pages 20

Considering the high level of turnover in call centers (about 18 months average) and the associated costs of hiring and training employees, it is quite natural that call center managers first look at call center wages to see if a higher pay within the industry would slow the rate of turnover. Not surprisingly, many authors have their own points of view on call center rep pay, benefits, recruitment, and retention. A few will be explored here.