Can perception influence the value of the training & development experience in Call Centre's?

Hannif, ZN; Connell, JA; McDonnell, A; Burgess, J

Can perception influence the value of the training & development experience in Call Centre's?

Hannif, ZN Connell, JA

McDonnell, A Burgess, J

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Publisher:: AIRAANZ
Publication Type:: Conference Proceeding
Citation:: Work in Progress: Crises, Choices and Continuity., 2010
Issue Date:: 2010-01

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Field	Value	Language
dc.contributor.author	Hannif, ZN	en_US
dc.contributor.author	Connell, JA https://orcid.org/0000-0001-9604-6756	en_US
dc.contributor.author	McDonnell, A	en_US
dc.contributor.author	Burgess, J	en_US
dc.contributor.editor	Barnes, A	en_US
dc.contributor.editor	Balnave, N	en_US
dc.contributor.editor	Lafferty, G	en_US
dc.date	2010-02-03	en_US
dc.date.issued	2010-01	en_US
dc.identifier.citation	Work in Progress: Crises, Choices and Continuity., 2010	en_US
dc.identifier.isbn	978-0-9806085-2-6	en_US
dc.identifier.uri	http://hdl.handle.net/10453/31930
dc.description.abstract	The lack of skilled workers is one of the key challenges faced by call centre (CC) managers in the local industry, particularly with the shift towards more knowledge intensive work. !!"# are one of the fastest growing service sector occupations, but concerns have arisen about the sustainability of the industry due to the inability to fill higher skilled jobs. This paper explores the role that perception plays in defining the value of training and $%&%'()*%+,- %.)%/0%+1%#- 0+- !!"s. Questionnaires and focus groups conducted in ten !!"# show that whilst employees are in fact gaining skills due to their employment, training programs are yet to be widely formalised and frequently have little connection to industry standards and qualifications. Furthermore, while training needs have increased due to ICT, and work has become more knowledge intensive, the invisible elements of work associated with simultaneously managing customer service, work queues and technology fail to be recognised. Hence, the questions raised concern whether employee perception can influence the value of the training and development experience in call centres.	en_US
dc.publisher	AIRAANZ	en_US
dc.relation.ispartof	Work in Progress: Crises, Choices and Continuity.	en_US
dc.relation.ispartof	AIRAANZ 2010	en_US
dc.title	Can perception influence the value of the training & development experience in Call Centre's?	en_US
dc.type	Conference Proceeding
utslib.location	Sydney, Australia	en_US
utslib.location.activity	Sydney	en_US
utslib.for	1503 Business and Management	en_US
dc.location.activity	Sydney
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/DVC (Research)
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
pubs.organisational-group	/University of Technology Sydney/Strength - CMOS - Centre for Management and Organisation Studies
utslib.copyright.status	closed_access
pubs.consider-herdc	false	en_US
pubs.place-of-publication	Sydney, Australia	en_US
pubs.start-date	2010-02-03	en_US

Abstract:

The lack of skilled workers is one of the key challenges faced by call centre (CC) managers in the local industry, particularly with the shift towards more knowledge intensive work. !!"# are one of the fastest growing service sector occupations, but concerns have arisen about the sustainability of the industry due to the inability to fill higher skilled jobs. This paper explores the role that perception plays in defining the value of training and $%&%'()*%+,- %.)%/0%+1%#- 0+- !!"s. Questionnaires and focus groups conducted in ten !!"# show that whilst employees are in fact gaining skills due to their employment, training programs are yet to be widely formalised and frequently have little connection to industry standards and qualifications. Furthermore, while training needs have increased due to ICT, and work has become more knowledge intensive, the invisible elements of work associated with simultaneously managing customer service, work queues and technology fail to be recognised. Hence, the questions raised concern whether employee perception can influence the value of the training and development experience in call centres.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/31930