Compensation Management in Outsourced Service Organizations and Its Implications for Quit Rates, Absenteeism and Workforce Performance: Evidence from Canadian Call Centres

Danielle D. Van Jaarsveld; Yoshio Yanadori

doi:10.1111/j.1467-8543.2010.00816.x

Compensation Management in Outsourced Service Organizations and Its Implications for Quit Rates, Absenteeism and Workforce Performance: Evidence from Canadian Call Centres

Danielle D. Van Jaarsveld^*, Yoshio Yanadori

^*Corresponding author for this work

Research output: Contribution to journal › Article › peer-review

13 Citations (Scopus)

Abstract

We investigate compensation management in in-house and outsourced call centres with original establishment-level data collected in Canada. Our analysis reveals that both customer service representatives (CSRs) and managers employed in outsourced call centres earn 91 per cent of the cash pay earned by their in-house counterparts. Lower cash pay levels in outsourced call centres are related to higher CSR quit rates and absenteeism. Although CSR cash pay is associated with improved workforce performance, the disparity in cash pay between in-house and outsourced call centres does not result in a significant difference in workforce performance.

Original language	English
Pages (from-to)	s1-s26
Journal	British Journal of Industrial Relations
Volume	49
Issue number	1 SUPPL. 1
DOIs	https://doi.org/10.1111/j.1467-8543.2010.00816.x
Publication status	Published - 2011 Jun
Externally published	Yes

ASJC Scopus subject areas

Business, Management and Accounting(all)
Organizational Behavior and Human Resource Management
Management of Technology and Innovation

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10.1111/j.1467-8543.2010.00816.x

Cite this

Compensation Management in Outsourced Service Organizations and Its Implications for Quit Rates, Absenteeism and Workforce Performance: Evidence from Canadian Call Centres. / Van Jaarsveld, Danielle D.; Yanadori, Yoshio.
In: British Journal of Industrial Relations, Vol. 49, No. 1 SUPPL. 1, 06.2011, p. s1-s26.

Research output: Contribution to journal › Article › peer-review

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Compensation Management in Outsourced Service Organizations and Its Implications for Quit Rates, Absenteeism and Workforce Performance: Evidence from Canadian Call Centres

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ASJC Scopus subject areas

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