... view, it means you do not have to worry of under utilized over head with staff simply waiting for a call. In call centres, people skills come first before the use of technology, and in this report the people who work in the call centre is the issue that will be looked at in relation to motivation. MOTIVATION There are several motivational techniques currently employed at the call centre. The first one is the Team leaders distribution, which provide a direct supervision over the Customer Service Representatives (CSRs). Secondly the number of (CSRs), where a relatively big group of people share the work (teamwork). Thirdly, come the breaks offered by the management in order to reduce the pressures made on (CSRs) during the course of his/her shift. Next productivity monitoring commenced by Human Recourses staff, which give the employee the sense that he/she is monitored by the senior management, so the employee will ...

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