A sacrificial HR strategy willingly accepts high levels of stress and emotional burn--out of the front--line staff, accompanied by high turnover. The article discusses the advantages and disadvantages of sacrificial HR strategy. It also discusses the steps which call centers must follow while implementing such a strategy.

The opposing goals of efficiency and excellent service are both central to call centers. High levels of service are important since the number of "completely satisfied" customers is one of the few predictors of long--term profitability. Efficiency is important, since call centers must provide speed of delivery and operate at a low unit cost to remain competitive. In a call center, the tension between efficiency and service is more salient than in most service organizations.

To achieve efficiency, call center management has focused on the selection, implementation and use of technology. The technology is used to facilitate the physical concentration of staff, labor scheduling, staff monitoring and high productivity rates. The negative consequences that follow this efficiency goal, such as exhaustion, stress and turnover, are regretted and cause deep concern to management. Excellent service is achieved through the supportive management of employees. To provide a competitive level of service and quality, a firm's HR strategy should be centered around developing skills and ensuring motivation and commitment. This is especially so when emotional labor is required.

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