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Hewlett-Packard
Call Agent Performance-Centered Design |
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Performance-Centered Design (PCD) Competition 2001 Entry |
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| Entry/Contact Info | ||
| Purpose | ||
| Solution | ||
| Criteria | ||
| Prior State | ||
| User Profile | ||
| Results | ||
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| User Profile | ||
| The performer group
consists of call agents of various demographical and educational
backgrounds. They are typically low to medium-skilled employees at
job entrance, seeking low to medium wage opportunities. PC skills
range from minimal to self-described “hackers.” Depending on the
geographical area, exhibition of above average skills, completion of
PC/System Administration certification programs, or higher education
pursuits typically qualifies these employees for higher paid
opportunities and voluntary attrition. |
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