Beryl Companies was founded by Paul Spiegleman and his two brothers as an outsourced call center for the health care and hospital industries. The founders wanted to create a unique work culture and they have largely succeeded. Although they don’t pay their employees any more money than other outsourcers, they enjoy a turnover rate of less than 20%. Why? It’s all about making employees smile. Here’s how they do it.

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Call Center Magazine’s Greg Levin wrote about what it takes to become an employer of choice – a term that defines a company where job applicants are dying to come aboard. Employer of Choice, Incorporated has a rigorous certification process based on 8 criteria.

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A white paper from e-Gain is intriguingly titled “7 Habits of Effective Contact Centers.” Borrowing a theme from Steven Covey, the following suggestions are offered:

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Call Center “saturation” rate is a way to assess wage impacts.

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