Motivation and recruitment top of call centre concerns

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.

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.

By Ross Wigham

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