Employee motivation in Call center

Essay by jun1971 April 2005

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This is a case study about the Topinhar Call Centre, in which three management literatures are studied to analyse and develop the problems in the Topinhar Call Centre. In this case study, the performance can be considered as a function of ability and motivation. As a result, the importance of employee motivation is recognised, and the factors about the motivation are addressed. Finally, some recommendations for overcoming the problems at the call centre are suggested.

Motivation of our employees is one of the most important issues facing companies today. The need to instil our employees with motivation is becoming ever more important especially with the shift towards a more socially and culturally responsive workforce. Due to the globalisation, the call centre develops quickly recently, But while call centres offer an appealing way to handle functions such as customer service, sales, technical support and so on, they also present new challenges in people management.

In essence, when people do not enjoy working, or cannot see a future for themselves, they are likely to leave -and staff churn is expensive. So how does a call centre find out what motivates its employees and to improve the performance? It is important to managers of any organisations. This report discusses the performance problem in Topinhar call centre, tries to find the ways to overcome these problems, and finally attempts to offer a useful framework for understanding the motivations and emotions of employees as well as the attitudes of management in a call centre.

Review of related literature

There are many useful literatures that study the motivation of employees in recent years. By analysing the characteristics, Nemerov (1993), a managing principal of D.S. Nemerov & Associates, suggests that successfully motivating and creating harmony in the call centre is the key factor in creating a...