LIKENING some call centres to sweatshops of the industrial revolution, Simon Roncoroni, director of The L&R Group,slammed certain clients and agencies for their 'production-line culture'. Many staff are forced to work in 'pig-pen' conditions because the industry is currently driven by cost rather than skills, Roncoroni told a conference of the Institute of Personnel & Development in June. Calling for greater investment in staff training and development, he warned that if cost reduction remains the main driving force of the call centre business, telemarketers will start locating their operations in Asia and the Far East where cheap labour abounds.
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