Abstract:
This qualitative case study investigates the quality of learning and development (L&D) of call centre
agents at a leading development bank in Sri Lanka. By examining the specific learning and development gaps
faced by these agents, the study aims to provide insights into how inclusive workplace practices can enhance the
human resource of a call centre, their performance and job satisfaction. This qualitative case study employs
interviews, observations to uncover the factors contributing to learning disparities and to propose strategies for
creating a more supportive and effective work environment for call centre agents. Addressing learning and
development gaps are an essential part and a good practise of human resource management and it is essential to
the betterment of the employees/agents. The employees need to be satisfied with their job through learning &
development aspects in order to improve their work status. Learning and development is an aspect that brings
growth and maturity in employees. Learning and development gaps can have both long term and short-term impact
on employees, and this indirectly impact the supervisors and the entire organization. The objective of this study
is to further improve the efficiency of call centre performance through learning and development components of
call centre agents. The selected bank for the study will be referred to as “the bank” throughout the paper.
