Very nicely nerrated. Agree with the writer, call centre environment is very complext.However neccessary tools and data is the there to control the environment to a certain level. The KPI part is also very important.
its a very interesting case to deal with..it seems to be the motivation for the employees were to gain the extra perks through the uncompliant ways.its really difficult to change the behaviour of people.
|By Don Abrigo|
Really very much in time with the booming Contact Center Industry.
It's really good to have the whistleblowing hotline and to have employees trained and aware on this. The employee might just sound like disgruntled but he/she had shown concern to the business and to what he/she knows is right.
This article draws attention where it's needed. In today's environment of "hire for attitude" such schemes would seem easily perpetrated. After all, look how quickly the complainer was labeled "just another disgruntled employee!" Sometimes the bellyachers have good reason to complain and this article really helps make that case. Thanks!