Date of Conferral
2022
Degree
Doctor of Business Administration (D.B.A.)
School
Business Administration
Advisor
Beverly Muhammad
Abstract
The lack of developing employees’ performance has the potential for adverse business outcomes. Call center leaders must increase employee development skills as it is the number one predictor to improve organizational performance. Grounded in performance improvement theory (PIT), the purpose of this qualitative multiple case study was to explore strategies call center leaders use to develop employees’ skills and improve organizational performance. Five participants were call center leaders in Southern California who successfully implemented strategies to improve employees’ skills and organizational performance. Data were collected from semistructured interviews, observations of body language, U.S. Bureau of Labor Statistics, public and online libraries, organizational documents, and archival records. Thematic analysis was used to analyze the data. Four themes emerged: (a) training, (b) effective communication, (c) employee engagement, and (d) proactive leadership. A key recommendation for leaders in the call center industry is investing in initial mandatory training, continual training, and job rotation training to enhance employee performance. The implications for positive social change include the potential to retain employees by developing their skills, keeping them motivated to be more productive, and improving their services to their respective communities.
Recommended Citation
Almazni, Monica, "Strategies for Developing Call Center Employee Skills" (2022). Walden Dissertations and Doctoral Studies. 12249.
https://scholarworks.waldenu.edu/dissertations/12249
