S/HR/85. To What Extent Does the Development of Call Centres Require Distinctive HRM Practises?

Having compared two extremely different approaches with its advantages and disadvantages one can draw the conclusion that the most common way to manage workforce in a call centre lies probably somewhere in between. Concentrating more on quality and less on quantity means applying more aspects of soft HRM practices (New service management school-, Empowerment-, TQM approach). Whereas focusing on quantity requires more applications of hard HRM techniques. This makes obvious that distinctive practices have to be applied to fit distinctive requirements, objectives and circumstances.