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Technology, Selection, and Training in Call Centers

Author

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  • Inge Sieben
  • Andries De Grip
  • Jessica Longen
  • Ole Sørensen

Abstract

This analysis of establishment-level call center survey data from 14 countries in 2003–2006 explores relationships among technology, selection, and training for both newly hired and more experienced workers. The findings suggest, consistent with the more generic literature, that information and communication technology (ICT) increased training investments. However, the effects on both training and informal learning in the first year differed by technology type. Workflow automation technologies had particularly strong influence on training demands for newly hired agents in call centers. In contrast, interaction automation technologies (such as interactive voice response and speech recognition) and enhanced interaction technologies (such as media blending, electronic customer relationship management, and web-enablement) only led to more ongoing training, and interaction automation technologies had a negative relationship with informal learning in the first year. The findings also suggest that call centers with high levels of ICT recruited a work force with higher returns to training.

Suggested Citation

  • Inge Sieben & Andries De Grip & Jessica Longen & Ole Sørensen, 2009. "Technology, Selection, and Training in Call Centers," ILR Review, Cornell University, ILR School, vol. 62(4), pages 553-572, July.
    • Handle: RePEc:sae:ilrrev:v:62:y:2009:i:4:p:553-572
    DOI: 10.1177/001979390906200405
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    Cited by:

    1. Sauermann, Jan & Stenberg, Anders, 2020. "Assessing Selection Bias in Non-Experimental Estimates of the Returns to Workplace Training," IZA Discussion Papers 13789, Institute of Labor Economics (IZA).
    2. Jim Allen & Andries de Grip, 2012. "Does skill obsolescence increase the risk of employment loss?," Applied Economics, Taylor & Francis Journals, vol. 44(25), pages 3237-3245, September.
    3. Brunello, Giorgio & Rückert, Désirée & Weiss, Christoph & Wruuck, Patricia, 2023. "Advanced digital technologies and investment in employee training: Complements or substitutes?," EIB Working Papers 2023/01, European Investment Bank (EIB).
    4. Andries De Grip & Jan Sauermann, 2012. "The Effects of Training on Own and Co‐worker Productivity: Evidence from a Field Experiment," Economic Journal, Royal Economic Society, vol. 122(560), pages 376-399, May.
    5. Andries de Grip, 2015. "The importance of informal learning at work," IZA World of Labor, Institute of Labor Economics (IZA), pages 162-162, June.
    6. Janssen, Simon & Mohrenweiser, Jens, 2018. "The Shelf Life of Incumbent Workers during Accelerating Technological Change: Evidence from a Training Regulation Reform," IZA Discussion Papers 11312, Institute of Labor Economics (IZA).
    7. Mariam Camarero & Gaetano D’Adamo & Cecilio Tamarit, 2014. "The role of Institutions in explaining wage determination in the Euro Area: a panel cointegration approach," Working Papers 2014/15, Economics Department, Universitat Jaume I, Castellón (Spain).
    8. Andries De Grip, 2024. "The importance of informal learning at work: On-the-job learning is more important for workers’ human capital development than formal training," IZA World of Labor, Institute of Labor Economics (IZA), pages 1622-1622, March.

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