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Case Study: Who's There on Line - Essay Example

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Case Study Name: Instructor: Task: Date: CASE STUDY: WHO’S THERE ON LINE 1 Steve Buckley being a trainer and a development manager in Midwest Telephone Company (MTC) will be unable to change the behavior of the Operators. This is because; he is lagging behind according to the Local union leaders…
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Case Study: Whos There on Line
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Download file to see previous pages A good number of people, over 70% do not use the words, meaning his trials of making it more profitable are not likely to be true. In addition, He is under pressure. He needs to reduce the job stress on the telephone operators by reducing the high volume of people transactions. He being a single person (trainer) is also a big challenge. He will be unable to change the many operators. In that, his services will not reach the operators effectively. Reason being some operators need personalized attention for them to adopt efficiently to what is required of them (Cook, 2011). 2 However, if Steve Buckle needed his idea of ending each transaction by “thank you for using MTC” to succeed he had so many options. He should have considered putting it as one of the protocols operators need to follow. By this, all telephone operators would adhere to their proper protocols, which in turn would lead to them finishing their transactions by the words “thank you for using MTC”. In line with that, the percentage of telephone operators using the words will increase to over 80%. This is because many people would do virtually everything just to secure their jobs. Meaning they are willing to follow whatever protocols falling in their area of work. This will in turn lead to the making of high profits in the company because many people will prefer using their services. ...
By this, Steve is able to come up with acceptable procedures that are acceptable to the telephone operators and procedures that are confortable to use. The local union leaders are able to come up with what they think works best for the telephone operators. This is because they work hand in hand with the telephone operators. They know what works best for the telephone operators and what does not. This is so because they are chosen by the telephone operators to represent them. Meaning they speak on behalf of the operators. The local union leaders are a rich resource for Steve and his quest to succeed. All Steve Buckley needs is to seek a little guidance from the local union leaders if at all he wants to be successful. Meaning the local union leaders should be involved. 3 However, Computer monitoring increases the profit margin by a significant percentage. This is because it helps keep the telephone operators in check. Meaning it increases the discipline levels. Employees adhere to their rightful protocols because of the monitoring. They perform their roles excellently, to maintain their jobs. Computer monitoring also discourages laziness. In that, it produces statistics of the number of calls handled per shift. Meaning if you have attended to very few people as expected or no people during your shift then you might loose your job. By this telephone, operators are on their very best behavior and hard working. Computer monitoring also helps in the calculation of revenue generated by each call. This eases the firms effort to calculate for the revenue earned effectively and efficiently, this is so because the computer-monitoring programme also analyses the number of phone calls received. In addition, the supervisors can listen to conversations ...Download file to see next pagesRead More
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