Customer Service: Human Capital Management at Selected Public and Private Call Centers
GGD-00-161
Published: Aug 22, 2000. Publicly Released: Sep 25, 2000.
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Highlights
Pursuant to a congressional request, GAO reviewed strategies for managing human capital management at selected public and private call centers, focusing on: (1) whether they identify human capital needs as part of developing management strategies and practices to meet missions and goals; (2) implement human capital strategies and practices; and (3) evaluating human capital strategies and practices to continuously improve their operations.
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Best practicesCustomer serviceHuman capitalHuman capital managementPerformance appraisalPerformance measuresPersonnel managementPrivate sector practicesStaff utilizationStrategic planningTelephones