Voices from higher up the ladder: exploring the team leader role in call centres

QR Code

Voices from higher up the ladder: exploring the team leader role in call centres

This paper focuses on an under-researched employee category in the call centre literature—the team leader. The paper, drawing on data from nine Australian call centres, finds that the team leader role is integral to the effectiveness of call centres, yet it is a role that consists of considerable co...

Full description

Bibliographic Details
Main Authors:	McDonnell, A., Connell, Julia, Hannif, Z., Burgess, John
Format:	Journal Article
Published:	Wiley-Blackwell Publishing 2013
Subjects:	training performance management call centres front-line employees line managers coaching team leaders
Online Access:	http://hdl.handle.net/20.500.11937/6015

Similar Items

Teams in Call Centres: Does Size Make a Difference?
by: Hannif, Z., et al.
Published: (2013)

Having “a say”: Forms of voice in Australian call centres
by: McDonnell, A., et al.
Published: (2014)

New Technology and New Workplaces: Call Centre Careers – a Growing Reality?
by: Hannif, Zeenobiyah, et al.
Published: (2014)

Call centres, quality of work life and HRM practices
by: Connell, Julia, et al.
Published: (2009)

Call centres and the quality of work life: towards a research agenda
by: Hannif, Z., et al.
Published: (2008)

Frontline employees' views on organisational factors that affect the delivery of service quality in call centres
by: Dean, A., et al.
Published: (2009)

The experience of being informed of the death of a loved one by suicide: an interpretative phenomenological analysis
by: Pye, Naomi
Published: (2020)

Sit-stand desks in call centres: Associations of use and ergonomics awareness with sedentary behavior
by: Straker, Leon, et al.
Published: (2013)

Research based theatre in dementia knowledge transfer: views from the front line
by: Argyle, Elaine, et al.
Published: (2015)

Investigating on-call work in rail infrastructure maintenance
by: Cebola, Nuno M.F.
Published: (2014)

Introducing the Care Certificate evaluation (innovative practice)
by: Argyle, Elaine, et al.
Published: (2017)

"Helping you to pay us": rapport management in debt collection call centre encounters
by: Harrington, Leigh
Published: (2018)

When Are Leaders Receptive to Voiced Creative Ideas? Joint Effects of Leaders’ Achievement Goals and Personal Sense of Power
by: Sijbom, R.B.L., et al.
Published: (2020)

Exploring customer reactions to offshore call centers: toward a comprehensive conceptualframework
by: Sharma, Piyush, et al.
Published: (2009)

The impact of the global financial crisis on managing employees
by: McDonnell, A., et al.
Published: (2013)

Coaching leadership style and personality trait among coaches-athlete Malaysian successful and less successful football teams / Abbylolita Sullah
by: Sullah, Abbylolita
Published: (2015)

Fault classification in transmission line using single layer feed-forward network trained by extreme learning machine / Muhamad Azfar Abd Ghafar
by: Abd Ghafar, Muhamad Azfar
Published: (2015)

Reservoir Inflow Forecasting Using Artificial Neural Network and Adaptive Neuro-Fuzzy Inference System Techniques
by: Googhari, Shahram Karimi
Published: (2007)

Factors influencing the coach-athlete relationship in Malaysian team sports
by: Murugeesan, Yokananthini
Published: (2017)

The Impact of Union Presence and Strategic Human Resource Management on Employee Voice in Multinational Enterprises in Australia
by: Sablok, Gitika, et al.
Published: (2013)

Effective leadership practices of Muslim women academic leaders
by: Almaki, Samah Hatem, et al.
Published: (2016)

The development and testing of the psychological and behavioural resources model of team flow in project teams
by: Wang, Weiwei
Published: (2020)

Information asymmetries in the hiring process and the risk of new leader dismissal: insights from English premier league soccer organizations
by: Desai, Malay N., et al.
Published: (2018)

A review of research into business coaching supervision
by: Joseph, Stephen
Published: (2016)

Global virtual teams performance measuring model for global software development projects
by: Gheni, Ali Yahya
Published: (2017)

A broadband cooperative relay-based system for power line communication
by: Aiyelabowo, O. P.
Published: (2018)

The analysis on material classification and densitification for [GPR] application / Muhammad Amir Mustapa
by: Mustapa, Muhammad Amir
Published: (2018)

Analysis of electrochemical noise with phase space methods.
by: Aldrich, Chris, et al.
Published: (2006)

Effect of ficus deltoidea extracts on hepatic basal and insulin-stimulated glucose uptake
by: Adam, Z., et al.
Published: (2009)

Modeling of a ground wire using TLM
by: Wan Ahmad, Wan Fatinhamamah, et al.
Published: (2008)

In vitro cytotoxicity properties of Gnetum gnemon L. on selected cancer cell lines
by: Anka, Hadiza Abubakar
Published: (2014)

Improved algorithm for evaluation of lightning induced overvoltage on distribution lines
by: Izadi, Mahdi
Published: (2010)

Determination of chemical composition and potential anticancer activities of Allium atroviolaceum extract on selected cancer cell lines
by: Khazaei, Somayeh
Published: (2016)

Establishment of hypoxia-induced invadopodia model and phenotype characterisation of MDA-MB- 231 breast cancer cell line
by: Hamad, Hamad Hamad Ali
Published: (2019)

Machine-learning-based adaptive distance protection relay to eliminate zone-3 protection under-reach problem on statcom-compensated transmission lines
by: Aker, Elhadi Emhemed Alhaaj Ammar
Published: (2020)

The Development of Teaching Skills to Support Active Learning in University Science (ALIUS)
by: Bedgood, D., et al.
Published: (2010)

A preliminary look at personality analysis as a coaching strategy / Wee Eng Hoe and Tan Chee Hian
by: Wee, Eng Hoe, et al.
Published: (2012)

Relationship between mental toughness and sport performance among contact and non-contact sport athletes / Mardiana Mazaulan
by: Mazaulan, Mardiana
Published: (2013)

Pseudoneglect for the bisection of mental number lines
by: Loftus, Andrea, et al.
Published: (2009)

Perceiving a calling – the effects of demands-abilities misfit, job insecurity and growth mindset
by: Woon, Shiyi Gail
Published: (2020)