Successful' call centre employees: understanding employee attributes and performance evaluation processes.

Document Type

Article

Publication Title

IIMB Management Review

Abstract

This paper attempts to identify some of the personal attributes that are salient to the performance of a call centre agent. Based on data collected through a questionnaire survey of employees in two call centres, eight personal attributes and their impact on call centre agent performance are examined. The findings have implications for the call centre industry in general, and evaluator behaviour and the performance evaluation processes in particular.

Publication Date

1-4-2005

Publisher

Indian Institute of Management Bangalore

Volume

Vol.17

Issue

Iss.2

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