The efficient management of a call centre

Abstract

The purpose of this study is to determine whether the focus call centre is managed efficiently. Certain core competencies that are necessary for call centre agents to effectively do their job is also considered. The study also considers the reason for staff turnover, how it can be reduced and how it affects management decisions. Thirty five questionnaires were submitted to the call centre personnel for completion. The questionnaires were used to determine the attitudes and feelings of personnel on the efficiency of the call centre and whether they are of the opinion that core competencies are vital for call centre agents. Their opinion on the reasons for staff turnover was also requested. It was found that the focus call centre was indeed managed efficient but there was some room for improvement with regard to certain management aspects.