Study Of Performance Management In Call Center Project

Call center is a new industry in China. A call center is a physical place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation. Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward them to someone qualified to handle them, and to log calls. Call centers are used by mail-order catalog organizations, telemarketing companies, computer product help desks, and any large organization that uses the telephone to sell or service products and services. For this industry character, project management is the import tools for it. To keep the call center project running stable, performance management is the key point for total project management. Performance management includes providing meaningful feedback, collaborating with workers to solve performance problems, and developing improved levels of performance. Managing performance requires understanding of factors that influence performance, from ability and motivation to factors external to the worker. A manager also needs to understand the various options that might be employed as potential means to improve performance. Effective performance management requires far more than simply completing the annual appraisal form. But there is variable value between actual recult and expect target, this is PV - Performace Variable. So how to identify, evaluate, control, and improve the PV value will be more and more important. It will keep the project get the final achievement.How to enfore project porfemance variable management is now important topic for call center industry. This article will study the performance variable value, and try to find out the resaons. Focus on the defferent reasons to discuss the defferent solutions. Finally to keep the call center project achiece the target and try to resolve the actual problem..The paper present advice for call center projet performace variable management, and give suggestions to performance management of call center project and provide reference for China call center project management.Those can be great helpful to develop call center industry in China.