Job Enlargement

Job Enlargement

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Job Enlargement

It is not a secret that the one thing reps dislike the most about call center work is being on the phone.  The monotony, verbal abuse and other difficulties that reps face everyday turn the job for most agents into something they only want to do while something better comes along.

Along the same lines, reps enjoy being given additional duties and special projects that will get them away from their daily routine.  Call center management should be cognizant of these phenomenon and should create ways to enlarge, rotate or enrich the rep's jobs to increase employee retention.  All three concepts are widely known and discussed in the fields of organizational development, human resources management, and organizational behavior.

Job enlargement gives employee's a variety of tasks to perform that have the same level of skill and responsibility (Horizontal expansion).  Job enlargement reduces the amount of specialization required by the employee and makes the job more interesting.  Job rotation allows employees to work in different departments or jobs in an organization to gain better understanding of the operation as a whole.  Job rotation also includes a horizontal expansion of duties as it does not increase the level of responsibility, but it does help build new skills.  Job enrichment allows employees to take on some of the responsibilities usually assigned to management. 

All three of the methods discussed help break the monotony of being on the phone and furthers the development of employees.

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REFERENCE: CARTOON # 15