Of call centre workers who called in sick, but weren’t medically ill, % called in sick because: they do not feel appreciated, they don't like their jobs, they don't like their company, don't like how their boss treats them. [worker engagement]

How much of an problem is each of the following when you encounter it? (The seeming lack of impact of poor customer service on the success of large firms, Call centres located overseas, The unavailability of phone numbers or email addresses for senior executives of a firm providing poor service)

% of call centre workforce that is female, Call handling time (seconds) of a typical call centre, % of centres with extensive use of selection tests, Selection rate of typical call centre, % that primarily hire college graduates, Initial training and time to become proficient (weeks), Distribution of full-time, part-time and temporary employees, % of centres with flexible work arrangements, % with low discretion jobs, Frequency of performance monitoring activities, % with at least half of the workforce in problem-solving teams