Study of HRM strategies for empowering call centre staff

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Conference Proceeding
Proceedings of the 21st ANZAM 2007 Conference: Managing Our Intellectual and Social Capital, 2007, pp. 1 - 15
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This study of the Accor call centre in Sydney is designed to show how employee empowerment practices that evolved at a time of significant competitive challenge to the business are viewed by employees working as call centre consultants. It also demonstrates how empowerment works both in ess and content terms within this service-oriented environment. The findings confirm that employees view empowerment initiatives as enhancing their motivation levels and as a positive factor that contributes to their job enrichment, organisational learning and higher productivity.
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