Managers realise value of call-centre staff morale

Call or "contact" centres can damage a company if they are poorly managed or morale is low, according to management recruitment agency Executives Online.

High turnover and absenteeism are a major cause of under-performance, and most contact-centre managers believe boosting staff morale should be tackled before service issues.

Norrie Johnston, managing director of Executives Online, said: "Our research reveals that good staff morale is key to a healthy contact centre, and that in turn will deliver good customer service."

For further details, visit www. callcentremanagementonline.co.uk