Factors influencing the performance of call centre employees

Abstract

When looking at factors that influence the performance of call centre employees there are many that can have an effect. The key is to identify the ones that can be managed by the employer and that can be utilized in order to be an advantage to the company. At first a comprehensive literature review was completed in order to establish these factors and next these factors were grouped in four main groups namely: system, employee, managerial and performance measurement factors. The objective of this study was to identify the factors that influence performance of call centre agents. A questionnaire was compiled to test the different factors under four main themes, and then to compare the two sections of the questionnaire that deal with the expectation and the experience of the said employee. A debt collecting company in Johannesburg was used in order to complete this research and the finding was that the following factors need to be looked at and addressed in great detail, ie the employee factors and managerial factors.