Management Psychology - Essay Example

While most of the organizations utilize call centres in order to deliver customer service, the scale of operations vary and depend on a number of dimensions, such as the nature of technology used, strategic purpose, and management style (Mahesh & Kasturi, 2006). The aim of this research is to identify various management approaches used in order to manage call centre staff, and to explore and to evaluate what elements of management psychology are utilized in existing management practices. Also, the paper will explore the assumptions on the individual that underpin the management practices involved in managing call centre staff.

Call-centre is a strategic element of any business activity involving customer service. Therefore, employees working in call-centres should be viewed as a strategic asset of a company as they are the main point of contact with the customer (Echchakoui, 2013). In order to ensure effective work in call-centres managers adopt different approaches and methods and create different working environments. Working environment in call-centres is usually quite challenging and difficult to manage as it involves great involvement of human beings.

Despite the automatization of the processes and technology development, there is high concentration of individuals on both sides “of the phone”, which makes this business extremely people-concentrated by the nature. Therefore, because of its people-intensive nature, management of call-centre is quite challenging work (Mahesh & Kasturi, 2006). In order to manage call centre staff, managers employ various techniques and adopt different psychological approaches. These approaches are so different, that some describe call-centres as “slave galleons of the twenty first century” and “electronic sweatshops”, while others see call-centres as “progressive, team-based and career fulfilling environments” (Robinson & Morley,