Electronic Performance Monitoring and Control in Call Centre Industry : An Empirical Study

Call centre is situated at the intersection of several forces namely rapidly expanding information and communication technologies (ICTs), reengineered business processes, a changing (or changed) profile of customer needs and expectations. Call centers are also creating employment opportunities in millions throughout the world. Performance management in call centers is therefore emerging as a widely sensitive issue, affecting both morale and physical potentiality of the employees as well as management issues such as performance control, monitoring and surveillance. As the frontier of technology horizon is changing along with the non-ending dilemma of prioritizing between quantity and quality as performance destinations, adoption of automated and electronically developed monitoring system has become the essential predisposition in call centre industry.

This paper attempts to analyze the context, trends and the long term impacts of electronic performance monitoring systems such as automated call distribution system (ADS) , distant voice monitoring technology (DVMT) etc.on call centre workers. This paper is an empirical study on the basis of data .set collected through questionnaire survey. In order to arrive at some specific conclusions the paper has used .some fundamental statistical techniques like Chi- square Test, Contingency coefficient. Two way ANOVA, and concept of Mathematical Expectation etc.