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good knowledge of this would enable them effectively identify and address any form of resistance that may arise from the call agents. This could be done by offering adequate training and support in the use of the performance management systems. As well as improving communication with the call agents which could affect the work environment, making it more conducive. This in turn enhances better performance from the call agents and also for the management to reduce cost in hiring new agents on the floor and continuous monitoring from management and HR point of view.

RESEARCH APPROACH. 研究方法
This project was based on learning at work method where many employees were observed and different management techniques were applied in order to improve their daily performance. This approach was found appropriate because it is concerned with understanding performance management systems from the social context, the social processes by which it was developed and construed by people and finally how it influences and is influenced by its social settings. Many employees were interviewed while generating data and statistics as call centres always have high level of absences and sicknesses. This was an easy approach to obtain information from number of employees and departments. Answers to complex questions and sensitive information which the respondents might be reluctant to give.

Project Summary.项目总结
This project is structured into many chapters in order to spread the information in easy and understandable way as outlined below:

Call Centre
This chapter is an introduction of the project highlighting the research area with a presentation of the aims and objectives of the research.

Literature Review
This chapter is a critical review of existing literature on call centre. It also discusses different theories and perspectives relating to the call centre. It also discusses the use of performance management systems within the context of this project.

Theory and Research Methodology
This chapter discusses the theory chosen for the analysis of the case, research approach and the rationale behind the methods chosen for this research. It also highlighted the research design.

Project findings
This chapter presents the case study, the findings from the semi-structured interviews conducted in the organization using the chosen theory as the conceptual lens for the discussion.

Conclusion This chapter is an evaluation of the research findings with a reflection on its implications for practice. It also suggests some recommendations for future research.

SUMMARY.总结
This chapter has provided an introduction of call centre, identifying the focus area. It also stated the aims and objectives of this project as well as the research approach. It also presented a brief outline of the structure of the project.

LITERATURE REVIEW. 文献综述
INTRODUCTION
This chapter presents a critical review of existing literature on call centres. It discusses different theories and perspectives found in literature. This chapter also discusses the different uses of management techniques in a call centre in terms of management and the call agents.

CALL CENTRES
Call centre operations have become a norm in all sectors of the economy such as retailing, telecommunication, the entertainment ind本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。