Issues in Call Center Management: A Literature Review

Issues in Call Center Management: A Literature Review

literature review of issues regarding the effective management of call centers

Call Centre Management

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Literature Review

This section presents a literature review of issues regarding the effective management of call centers. Specifically, the section examines call center management in the context of effective and efficient service delivery, as well as, human resources. Some of the topics to be covered will include work design, staff motivation, recruitment and training, and performance management as issues in call center management.

The last few decades have seen an increase in the number of call centers established especially in the retail and financial industries. As Wegge et al. (2006) explain,…