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How remote work can broaden recruitment and boost productivity
Using detailed data from a major call centre in Turkey, we find that a permanent shift to fully remote work boosts recruitment and productivity without harming service quality. Not only did this increase the share of female and small-town workers, but productivity rose as home environments cut noise and sped up conversations. Employees who began with in-person training had higher long-term output and lower attrition, underscoring the value of face-to-face onboarding.
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