Query
Hi All I want few suggestions to improve the work performance of the call center employees.

30th July 2012 From India, Delhi

PARTICIPATING IN DISCUSSION:
Hardik1087
Compensation Mgt, Performance Appraisal &
Nashbramhall
Learning & Teaching Fellow (retired)
+2 Others

Hi Aparna,
You have to give some management training to employees.
Normally in a call center employees are not much more qualified. First of all you should do analysis of employees activities then after make questionnaire & fill it by employees. finally you can identify lack of skill & knowledge. Then discuss with your management & provide training to your employees.
I hope this is one is very help full to you.
Regards,
Hardik
30th July 2012 From India, Ahmadabad
Most of the call centre employees are moderately educated and their needs level are familial and societal in nature and therefore their motivation for performance, in my view, lies mostly in financial comfort and family bonding at the work palce.Therefore, it is worthwhile to conduct employee enagement activities to foster social bonding as wellas bonding with the organisation and design an incentive scheme to reward individuals and teams.After this, you can even provide a career path to aspiring employees.
B.Saikumar
HR & Labour Law Advsior
Mumbai
30th July 2012 From India, Mumbai
Dear Aparna,
You have not given enough info aboutthe nature of the call centre and your role in it to give you any concrete suggestions. Have you tried searching the web? I found some tips at 12 great tips to improve call centre performance and How to Optimize Call Center Performance: 7 steps - wikiHow
30th July 2012 From United Kingdom
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