Vodacom Customer Care
Vodacom Customer Care provided an extensive training programme for new call centre employees. It had also made an effort to ensure that the work environment at its various call centres was pleasant with modern amenities. Performance of call centre agents was measured against a detailed bonus calculator system. In October 2002 the number of calls handled by each call centre agent was added to the list of criteria against which performance of call centre agents was measured. This had prompted a change in the relative weighting of each of the factors that contributed to the final bonus calculation. Ibeth Toerien, executive director: customer care at Vodacom, and Lori Kasselman, Vodacom’s executive head: capacity building and development reflected on whether it had been worthwhile adding quantity of calls handled to the bonus calculator. They debated whether it achieved the desired balance between quantitative and qualitative measures.
22Call centre industry, integrated human resource management system with emphasis on performance management, recruitment and training; Vodacom (Pty) Ltd
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