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.

Perspectives

This case is best approached from the Human Resource Management (HRM) and Organizational Behavior (OB) perspective.

Keng Kok Tee
Xiamen University Malaysia

Read the Original

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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