Big business in the small hours?
Now expected by customers, round-the-clock service is helping insurance companies stay ahead of the competition and boost profits. However, call centres struggle to recruit staff into what is often an underpaid and unmotivating job. Jane Bernstein investigates.
Customers are increasingly coming to expect services to be availablearound the clock, including at weekends and over bank holidays. But is
there a sufficient pool of recruits willing to cover
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