Core Competencies Of A Call Centre AgentCore Competencies Of A Call Centre Agent
SA Journal of Human Resource Management
| Field | Value | |
| Title | Core Competencies Of A Call Centre AgentCore Competencies Of A Call Centre Agent | |
| Creator | White, Christine Roos, Vera | |
| Description | 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. | |
| Publisher | AOSIS | |
| Date | 2005-11-05 | |
| Identifier | 10.4102/sajhrm.v3i2.63 | |
| Source | SA Journal of Human Resource Management; Vol 3, No 2 (2005) 2071-078X 1683-7584 | |
| Language | eng | |
| Relation |
The following web links (URLs) may trigger a file download or direct you to an alternative webpage to gain access to a publication file format of the published article:
https://sajhrm.co.za/index.php/sajhrm/article/view/63/63
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