CORE COMPETENCIES OF A CALL CENTRE AGENT

被引：0

作者：

White, Christine ^{[1
]}

Roos, Vera ^{[1
]}

机构：

[1] North West Univ, Fac Hlth Sci, Sch Psycho Social Behav Sci Psychol, Gauteng, South Africa

来源：

SA JOURNAL OF HUMAN RESOURCE MANAGEMENT | 2005年 / 3卷 / 02期

关键词：

D O I：

暂无

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

Call centre agents are becoming increasingly important in the call centre context. They act as a contact point between the customer and the company. Call centre agents should have certain competencies to perform their duties sufficiently. Identifying competencies, required to be effective agents, will ease the task of training and recruitment. Due to the interrelatedness of the call centre agent, the management of a call centre and customers, all relevant role players' perceptions were taken into account. By using qualitative analysis to analyse the data, various competencies needed to function effectively in a call centre were identified.

引用

页码：41 / 47

页数：7

共 50 条

[1] The impact of call centre stressors on inbound and outbound call-centre agent burnout
Rod, Michel
Ashill, Nicholas J.
[J]. MANAGING SERVICE QUALITY, 2013, 23 (03): : 245 - 264
[2] Supplemental Issue: Establishing and Assessing Core Competencies in Professional Psychology: A Call to Action
Bieschke, Kathleen J.
Bell, Debora
Davis, Claytie, III
Hatcher, Robert
Peterson, Roger
Rodolfa, Emil
[J]. TRAINING AND EDUCATION IN PROFESSIONAL PSYCHOLOGY, 2009, 3 (04) : S1 - S4
[3] A multi-agent systems approach to call-centre management
Traskas, Dimitrios
Padget, Julian
[J]. INTERNATIONAL JOURNAL OF PARALLEL EMERGENT AND DISTRIBUTED SYSTEMS, 2011, 26 (05) : 347 - 367
[4] CORE COMPETENCIES
Vlieland, Thea Vliet
[J]. ANNALS OF THE RHEUMATIC DISEASES, 2019, 78 : 41 - 41
[5] Corporate Core Competencies' Essence, Contexts, Discovery, and Future: A Call to Action for Executives and Researchers
Edgar, William B.
Lockwood, Chris A.
[J]. SAGE OPEN, 2021, 11 (04):
[6] Answering the Call from ASBH's Second Edition of Core Competencies in Ethics Consultation
Hamel, Ron
Slosar, John Paul
Repenshek, Mark
[J]. AMERICAN JOURNAL OF BIOETHICS, 2013, 13 (02): : 18 - 19
[7] Core Competencies
Svec, Vaclav
Konigova, Martina
[J]. AGRARIAN PERSPECTIVES XVIII, VOLS 1 AND 2, 2009,
[8] Core Competencies
Svec, Vaclav
Koenigova, Martina
[J]. AGRARIAN PERSPECTIVES XVIII, VOL 3, 2009, : 67 - 70
[9] Core competencies in dermatopathology
Hinshaw, MA
Stratman, EJ
[J]. JOURNAL OF CUTANEOUS PATHOLOGY, 2006, 33 (02) : 160 - 165
[10] Concentration on the core competencies
Schlecht, Stephanie
Spiller, Achim
[J]. FLEISCHWIRTSCHAFT, 2009, 89 (03): : 14 - +

← 1 2 3 4 5 →