What is it about?
The case discusses employee satisfaction and staff performance that led to the turnover issue in a call centre. The case explores what short-term as well as long-term strategies to change the call centre’s course to retain the key account in times of desperation.
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Why is it important?
The case is facilitates the learning of managing a call centre. It revolves around minimum wages, employee turnover, and retention.
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This page is a summary of: The chicken and egg story of a call centre in Malaysia, Emerald Emerging Markets Case Studies, August 2021, Emerald,
DOI: 10.1108/eemcs-09-2020-0347.
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