Human Resource Management in a Call Center

Paper Summary:

This paper looks at possible human resource management problems which could occur in the intense working environment of a call-center. The writer identifies ten problem areas and suggests ways to control and manage these factors. The factors are - recruiting and hiring principles; team building; conflict resolution; performance development; training; documentation; compensation practices/benchmarking; retention/rewards and recognition; employee relations and risk management/safety.

From the Paper:

"A call center environment presents many challenges a traditional work environment does not. Typically a call center has a higher turn over rate than other organizations. This requires special attention to recruiting and hiring practices as well as retention programs, in an effort to retain quality employees in a dynamic employment environment. The ten HR concepts listed above are critical for supervisors in a call center environment to understand in an effort to support the work force in a 24 hour employment environment. Most call centers provide customer service to clients on a 24 hour basis, thus three shifts will have to be staffed and managed accordingly. Though there are certainly other HR principles that are equally important, such as diversity training and policy planning and interpretation, the ten listed above are crucial to understand, and crucial for supervisors to grasp in order to attain and maintain successful management practices. Each of the concepts listed above will be explored further below."

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