How Can We Boost Call Center Employees' Performance? Seeking Your Suggestions

Hi all, I want a few suggestions to improve the work performance of the call center employees.

You have to provide some management training to employees. Normally, in a call center, employees are not highly qualified. First of all, you should analyze employees' activities and then create a questionnaire to be filled out by the employees. Finally, you can identify any lack of skills and knowledge. Subsequently, discuss this with your management and provide training to your employees.

I hope this information is helpful to you.

Regards,
Hardik

Most of the call center employees are moderately educated, and their needs are familial and societal in nature. Therefore, their motivation for performance, in my view, lies mostly in financial comfort and family bonding at the workplace. It is worthwhile to conduct employee engagement activities to foster social bonding as well as bonding with the organization and design an incentive scheme to reward individuals and teams. After this, you can even provide a career path to aspiring employees.

Regards,
B. Saikumar
HR & Labour Law Advisor
Mumbai

You have not given enough information about the nature of the call center and your role in it to provide any concrete suggestions. Have you tried searching the web? I found some tips at http://www.callcentrehelper.com/12-g...mance-2694.htm and http://www.wikihow.com/Optimize-Call-Center-Performance.

Thank you.