A Pilot Evaluation of the Performance Diagnostic Checklist for Assessing Employee Satisfaction and Support in Call Centers

Abstract

Call center employees play a critical role in providing customer service, and directly influence customer satisfaction and retention (Slowiak, 2014). Determining what variables influence employee satisfaction and performance in call centers is crucial for organizations and businesses to support their employees. The Performance Diagnostic Checklist (PDC) was developed to identify variables that influence employee performance (Austin, 2000). The PDC has been found to be effective in a variety of settings, but a review of the literature indicates it has not been used to assess employee support in financial institutions. This study aims to adapt the PDC for use with employees in a financial institution call center to systematically assess factors related to employee support throughout the department. Results of the study indicate overall high levels of employee support, but indicate the potential for improvement in communication of department performance indicators as well as monitoring and providing clear performance feedback.