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

The Digital Institutional Repository of IIM Bangalore

Please use this identifier to cite or link to this item: https://repository.iimb.ac.in/handle/2074/12478

DC Field	Value	Language
dc.contributor.author	Ojha, Abhoy K
dc.contributor.author	Kasturi, Anand
dc.date.accessioned	2020-06-16T14:51:41Z	-
dc.date.available	2020-06-16T14:51:41Z	-
dc.date.issued	2005
dc.identifier.issn	0970-3896
dc.identifier.uri	https://repository.iimb.ac.in/handle/2074/12478	-
dc.description.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.
dc.publisher	Indian Institute of Management Bangalore
dc.subject	Call centers
dc.subject	Service centers
dc.subject	Employees
dc.subject	Labor incentives
dc.subject	Supervisors
dc.subject	India
dc.subject	Telephone call centres
dc.subject	Telemarketing Bureaus and Other Contact Centers
dc.subject	Empathy
dc.title	Successful' call centre employees: understanding employee attributes and performance evaluation processes.
dc.type	Journal Article
dc.pages	93-102p.
dc.vol.no	Vol.17	-
dc.issue.no	Iss.2	-
dc.journal.name	IIMB Management Review
Appears in Collections:	2000-2009

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