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

Research output: Contribution to journalArticle

10 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 languageEnglish
Pages (from-to)s1-s26
JournalBritish Journal of Industrial Relations
Volume49
Issue number1 SUPPL. 1
DOIs
Publication statusPublished - 2011 Jun
Externally publishedYes

ASJC Scopus subject areas

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

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