Management Psychology Essay Example | Topics and Well Written Essays - 2250 words

Management Psychology - Essay ExampleWhile or so of the organizations utilize chit-chat centres in order to deliver customer service, the scale of operations vary and numerate on a number of dimensions, such as the nature of technology used, strategic purpose, and precaution dash (Mahesh & Kasturi, 2006). The aim of this research is to identify various management approaches used in order to manage assure centre staff, and to explore and to evaluate what elements of management psychology are utilized in existing management practices. Also, the paper will explore the assumptions on the individual that underpin the management practices involved in managing call centre staff.Call-centre is a strategic element of any business activity involving customer service. Therefore, employees working in call-centres should be viewed as a strategic asset of a company as they are the important point of contact with the customer (Echchakoui, 2013). In order to ensure effective work in call-cent res managers get hold of opposite approaches and methods and create different working environments.Working environment in call-centres is usually quite contend and difficult to manage as it involves great involvement of human beings. Despite the automatization of the processes and technology development, there is towering concentration of individuals on both sides of the phone, which makes this business extremely people-concentrated by the nature. Therefore, because of its people-intensive nature, management of call-centre is quite challenging work (Mahesh & Kasturi, 2006). In order to manage call centre staff, managers employ various techniques and adopt different psychological approaches. These approaches are so different, that some describe call-centres as slave galleons of the twenty first deoxycytidine monophosphate and electronic sweatshops, while others see call-centres as progressive, team-based and career fulfilling environments (Robinson & Morley,