Video  Finder
Managing Call Centre Staff
This title is part of the Learning a la Carte Series
Duration: 14 minutes
Synopsis

This video describes the latest research on staff turnover and the special characteristics of call center staff. Learn how staff should be selected, inducted, managed and motivated in an ongoing way.

This program features psychologist Peter Quarry, interviewing Penny Davis, Human Resource Manager, One 2 One, UK.

Penny Davis is a specialist when it comes to HR and call centres.

She is head of HR at T-Mobile after years of experience in HR activities for BT, Cellnet and Chase Manhatten, and head of HR at One 2 One, a mobile network provider in the UK.

Penny did an MSc in Occupational Psychology at the University of London. Her particular areas of interest and research are employee commitment and turnover in call centres.

Key Learning Points
  • the costs of staff turnover
  • managing expectations of new staff by 'realistic job previews'
  • characteristics of people best suited for call center work
  • the importance of maintaining enthusiasm
  • the effects of inadequate career structures and poor relationships with team leaders
Package Description
DVD
Recommended Audiences
  • Managers
  • Executives
Distributed in the following format(s)
  • DVD
Available in the following language(s)
  • English
Media Type
 Video Recording
Presentation Style
  • Interview
STOCK CODE
LALC34
ISBN
978-1-921909-70-2
Published
Melbourne
Filming location
UK
Release year
1998
Remastered year
2006
Copyright owner
ClickView
Publisher
Seven Dimensions