Call Center Built Around Employee Ownership

Smart Business featured an article on USA800, a company that primarily serves incoming calls to 800 numbers. For USA800, employee ownership through an ESOP is a primary feature of its brand, and the company credits employee ownership for giving it the lowest turnover rate in its industry: "Employee ownership represents over 35% of total compensation and allows front line customer advocates to make a career at USA800." USA800's article Employee Ownership Culture and Philosophy (PDF format) documents the size of a typical employee's account by years of tenure to demonstrate the vested interest each employee has in customer satisfaction.