Improving call centre agent performance

Abstract

Purpose – The study was designed to understand important aspects of the call centre agents' job, from their point of view, and the relationships between these aspects and agent effectiveness as perceived by agents' supervisors.Design/methodology/approach – Qualitative data gathering (from 113 agents) involved three methods: critical incidents, behavioural events interviews and focus group interviews. Based on the items thus identified, a questionnaire was administered (n=169) to agents in two call centres, and the results were analysed using factor analysis and correlation analysis.Findings – Four distinct factors emerged from the analysis: intrinsic motivation (IM, α=0.91), reward/recognition (RR, α=0.56), customer stress (CS, α=0.85) and stress management (SM, α=0.74). IM correlated positively with effectiveness, especially among experienced agents. CS correlated negatively with IM and positively with RR; SM correlated positively with IM.Research limitations/implications – Some limitations are: self‐rep...