Abstract

An effective performance review process supports the manager to establish clear performance expectations for their employees to support individual accountability to meet the company’s objectives. The aim of this research was to explore current performance review processes in New Zealand call centre, and to suggest strategies to improve current performance review processes. Qualitative data was collected from 14 call centre agents and 5 call centre managers from two call centres (inbound and outbound) in New Zealand. The findings of this research revealed differences in performance review processes for the inbound and outbound call centres in terms of performance criteria, frequency of performance reviews and feedback type. Insufficient training and development, clarity of definition of performance indicators, and lack of call centre quality monitoring processes were identified as areas for further improvement. This study aims to provide insights for call centres to enhance operational efficiency of call centre agents.

Keywords:
Call centre, performance review, assessment or monitoring, feedback, key performance indicators, inbound, outbound.

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