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Latest News

Motivation and recruitment top of call centre concerns

by Personnel Today 20 Sep 2002
by Personnel Today 20 Sep 2002

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.

By Ross Wigham

Personnel Today

Personnel Today articles are written by an expert team of award-winning journalists who have been covering HR and L&D for many years. Some of our content is attributed to "Personnel Today" for a number of reasons, including: when numerous authors are associated with writing or editing a piece; or when the author is unknown (particularly for older articles).

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Personnel Today
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