A
survey of UK call centres shows that the key concerns for management are still
staff motivation and recruitment.
The
poll of 70 centres also uncovered a major dichotomy between managers and
directors, with the former accusing directors of failing to understand key
management issues and complaining of a lack of ongoing support.
The
research, by software firm Blue Pumpkin, shows that the top three concerns of
call centre managers are scheduling staff, managing staff shortages and staff
retention.
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The
majority of managers also feel undervalued and unsupported by bosses, with just
16 per cent agreeing that directors were taking action to resolve problem
issues.
