Training and Expectations on Job Mobility in the Call Centres Sector
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Overview: This paper, analyzes whether the participation of workers in general, sector-specific, and firm-specific training affects their expectations on job mobility within or outside the call centers sector. The call center sector is an interesting sector in this respect, since firms are forced to offer training due to the lack of specific vocational training in initial education. The sector is a fast-growing branch of industry with a high level of personnel turnover. The job commitment among call center agents traditionally is quite low which places the problem of tying workers to the firm prominently on the firms human resource management agenda.