Many of our clients run call centres, some on shore, some off shore and many a mix of the two. I read a post recently from an old colleague who gets this space better than most.
Alison Mathiebe, educated in Australia – an author, trainer and Contact Centre Manager is based in Germany providing consulting to organisations to help them improve their call centres from a people perspective.
Permanent staff may believe that their permanent status and long period of service for the organisation makes them superior to ‘the temps’, even when job descriptions and duties are the same. In some sense, this is correct as permanent staff will be treated more favourably in times of cutbacks; however, this feeling of superiority can set up a situation for bullying if left unchecked.
>> Click Here to read Mathiebe’s post.