Repetition deflates employees

first_img Previous Article Next Article Call centres should allow staff more time to develop a rapport with thecustomer if they want to reduce high staff turnover, according to a two-yearstudy. The research shows employer expectations of staff delivering a uniformstandard of customer service was demoralising for staff, who were chosen fortheir lively personalities. It suggested that by cutting call quotas and allowing staff more time witheach customer would help to improve job satisfaction. The Economic and Social Research Council study focused on a major callcentre in Scotland, with an annual staff turnover of 20 per cent and a poorabsence record. Only seven out of each 100 call centre job applicants went onto complete the six-week training course. Once new recruits were in theworkplace, they were expected to deal with around 120 calls a day. Dr George Callaghan, author of the report and Open University academic,said, “Staff who have been selected for their personality end up having toconform and become emotion managers. Part of the answer lies in humanising theprocess, automating the repetitive elements and giving call centre staff moreskills and time to spend with customers.” Repetition deflates employeesOn 31 Jul 2001 in Personnel Today Related posts:No related photos. Comments are closed. last_img


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