Working at a Call Center
A basic tenant of most management classes is that people can be held accountable for their performance. No consideration or discussion is held however on how to determine if the demands and expectations placed on employees is reasonable, just or even achievable. The result is to few people expected to do to much,. . . perfectly. . . and are demoralized because they’ve been placed in an impossible situation. The sad part of this is that management, especially in a call center environment seem to be unaware to this fact.
Take for example that call center managers simply assume agents can be held accountable for their performance. (Agents are what call center employees are called in the call center business.) Managers set and monitor standards based on productivity goals and process expectations. It’s an uncritically accepted assumption that people are the cause of poor performance. Of course, as management are people too, this assumption only seems to be a factor for agents as management is oblivious to their part in the delivery of poor performance.
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