Penny Davis is a specialist when it comes to HR and call centres.

She is head of HR at T-Mobile after years of experience in HR activities for BT, Cellnet and Chase Manhatten, and head of HR at One 2 One, a mobile network provider in the UK.

Penny did an MSc in Occupational Psychology at the University of London. Her particular areas of interest and research are employee commitment and turnover in call centres.

• the costs of staff turnover
• managing expectations of new staff by 'realistic job previews'
• characteristics of people best suited for call center work
• the importance of maintaining enthusiasm
• the effects of inadequate career structures and poor relationships with team leaders

• Managers
• Executives

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