Improving call centre agent performance: A UK-India study based on the agents' point of view

International Journal of Service Industry Management

Volumn 17, Issue 2, 2006, Pages 136-157

  Mahesh, Vaikalathur Shankar ^a,c,d,e   Kasturi, Anand ^b,f  

^a UNIVERSITY OF BUCKINGHAM   (United Kingdom)

^b University of Buckingham ^*

^c CITY UNIVERSITY   (United Kingdom)

^d UNIVERSITY OF SUSSEX   (United Kingdom)

^e Indian Institute of Management   (India)

^f INDIAN INSTITUTE OF MANAGEMENT BANGALORE   (India)

Author keywords

Call centres; India; Motivation (psychology); Performance management; Stress; United Kingdom

Indexed keywords

EID: 33645695994     PISSN: 09564233     EISSN: None     Source Type: Journal    
DOI: 10.1108/09564230610656971     Document Type: Review

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