Call Center a Case Study in Employee Accountability
To increase employee productivity, business leaders could learn from employees in the technical assistance center for a diagnostic equipment manufacturer in Newark, Del. They took responsibility for their own performance. Responsible employees are more engaged and productive. They willingly accept accountability for producing results and continually look for ways in which they can improve their performance. The customer service representatives in the TAC, a call center, took their company from last in the industry in customer satisfaction to first place in less than two years.
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