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Sensemaking on the Front Line: The Key Implications for Call Centre Performance
WP No. 020- June-2005
Gail P. Clarkson, Gerard P. Hodgkinson
Concerns have been expressed regarding front line call centre jobs and performance levels in the United Kingdom are allegedly falling behind those of other countries. Focusing upon those who carry out front line roles, this study gained vital insights into the ways in which exmployees make sense of their work and job performance.
Using the technique of casual mapping a great deal of variance was observed in the structure and content of the participants' cognitive maps. We consider the implications of our findings for the design of performance evaluation systems and the management of employee relations.
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