Performance Management in Call Centres: An Introduction

Human resources are the most valuable resources and also an asset to any organization and so they have to be handled meticulously. With the effect of globalization, the service sector share in GDP is higher than the manufacturing and agriculture sectors. BPO sector is the sector, which witnessed a tremendous growth with Call Centres as a major support. This sector is chiefly people-driven and competitive with high attrition rates creating tremendous challenges to the HR fraternity. This is mainly due to a lack of effective approach towards people management. The organizations are not able to provide a conducive environment to the employees and this has led to serious thinking in favour of a system called Performance Management System. Effective performance management helps the company to achieve its mission and fulfill its vision through employee involvement. This system sets the priorities and encourages managers and supervisors to take the responsibility of managing performance in their work area and cooperating for performance improvement across and organization. It begins with the job description and ends with the employee’s leaving the organization. Performance Management includes quarterly performance development discussions, effective compensation and rewards, job descriptions; negotiation of requirements, performance standards and measurement, effective orientation, training, coaching and feedback. This book focuses on the critical aspect of Performance Management System in Call Centres and the need to motivate employees towards high performance. The assorted articles focus on the key concerns and provide the means to achieve high performance among employees. The book broadly explains the salient features of Performance Management System, the need for high performance workforce and, finally how to achieve the same in the call centres.