We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.

Call center problems - Essay Example

Comments (0) Cite this document
Summary
At the focal point of the case study is the Finance Co Call Centre (FCCC) that provides information services regarding banking, investment, mortgage, and insurance products. …
Download full paper
GRAB THE BEST PAPER
Call center problems
Read TextPreview

Extract of sample
Call center problems

Download file to see previous pages... This organization specializes in diversified fields therefore the personnel totals almost two thousand employees. Being the biggest employer in Glasgow, FCCC is dynamic company, which requires constant innovations and improvements of its performance and working conditions. Lately, Operations Director made investments for restructuring and rebuilding management approaches. With this new policy, Forsythe was counting to achieve improvements of company’s performance, employees’ satisfaction and economic indictors. Regrettably, invested money did not manage to give awaited results. On the contrary, the company has faced several serious problems, which require appropriate and immediate solutions. The most urgent problematic issues are the following: 1. High rate of turnover for staff The indicator of fluctuation movement of personnel is much higher among young employees of the company. This can be explained with the fact that more than one third of the staff is employees whose age is under twenty five. Moreover, for most of the workers, FCCC is their first or second place of work. That is why as every newcomer to the labour market, young employees randomly work for their first employer for a long time. Usually, when they pass an adaptation period and learn their responsibilities feeling confident in own strengths and knowledge, they are willing to switch to another employer for improving professional skills, gaining new experience, and developing own potential. In addition, despite the fact that FCCC offers compatible levels of salaries, employees easily leave the company because Glasgow is full of call centres that provide attractive working conditions. Thereby, employees always have a choice. They are not afraid to lose their job because there are a lot of other opportunities. Numerous call centres will be glad to hire them due to the low availability of spare unit of labour. High rate of turnover for staff negatively affects the balance indicators of the company’s performance. It means that the company uses its assets ineffectively and spends much time and money on recruitment of the new staff and its training. This leads to extra expenditures. 2. Poor communication process between different sections Due to the survey, it has been concluded that interaction between departments, especially in critical and urgent cases, is ineffective. Employees are blocked and isolated from each other with computer screens that hamper not only to resolve professional issues but also to discuss day-to-day topics and improve social environment in the office. The lack of proper communication causes negative influence on customer service because taking into account that each section specializes on specific sphere, the provided information can be limited. However, in case there has been a specialist in the same office, it would have been easier to offer customer assistance with the help of professionalism of colleague’s support. Due to the fact that each department has been granted its own floor, employees are able to interact with each other only via phone, which drastically restraints widening of personnel’s knowledge base and improvement of social life at work. 3. Inability to personalise own working place Taking into account that significant part of the staff works by shifts, there is a principle of hot desk in the office. Therefore, it can be concluded that employee does not have own corner and thereby is not attached to a particular working place. Hence, this may be another explanation of frequent dismissals. If a person is not able to be accustomed to own desk and add some personal things there, then he or she can easily leave it without any nostalgia or aftertaste. Hot desk does not cause habit, ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
  • CHICAGO
(“Call center problems Essay Example | Topics and Well Written Essays - 1250 words”, n.d.)
Retrieved from https://studentshare.org/business/1459910-case-study
(Call Center Problems Essay Example | Topics and Well Written Essays - 1250 Words)
https://studentshare.org/business/1459910-case-study.
“Call Center Problems Essay Example | Topics and Well Written Essays - 1250 Words”, n.d. https://studentshare.org/business/1459910-case-study.
  • Cited: 0 times
Comments (0)
Click to create a comment
CHECK THESE SAMPLES - THEY ALSO FIT YOUR TOPIC
Critical Perspective on Management and Leadership (Indians call centers)
The issue of critical management and leadership has been debated on, by various analysts and researchers in the field of business. In their work, Cooper, Einarsen, Zapf and Hoel (2003) argue that, for any form of organization to thrive and attain the best out of its employees, there is a need to ensure that the managers embrace the concept of effective management in the workplace.
10 Pages(2500 words)Essay
My School Writing Center
Upon arriving my classes at Kansas University, I came to realize that my knowledge of the English written grammar rules was quite limited and not really up to the academic level being expected of me by the university. As I spent time with other Chinese international exchange students, it became evident that we all shared the same problem.
5 Pages(1000 words)Essay
Problems with the pre-admission call center
It notifies of the patient’s admission date and the length of stay in the hospital. It is a prior encounter with a physician who elucidates the entire process, addresses any queries with regard to the treatment. It ensures that the ailing individual approves of his or her treatment at the infirmary.
4 Pages(1000 words)Case Study
Detailed research proposal-Role of social media on the 2011 london riots
The social media has also become an easy and convenient way for family and friends to communicate with each other. In the political scene, it has become a launching pad for political discussion, criticism, analysis, and a public forum for a redress of grievances.
12 Pages(3000 words)Essay
Call to action
The society should focus and raise their awareness on matters that affect the local and global community. It should adopt a dynamic approach in viewing such issues. It should focus on the legality of matters that affect them environment through interdisciplinary discussions, meetings with experts, panels, documentaries and films.
7 Pages(1750 words)Essay
Problems with the Pre-admission call center
This study will be guided by the following research questions: Is Mr. Count de Money responding in an emotionally intelligent way to Mrs. Mintz and her concerns? What aspects of emotional contagion do you think apply in this case? What type of team should SSH form to address this problem? Who should be selected to be in the team?
4 Pages(1000 words)Essay
Principles of Management
ASDA is responsible for a major chunk of profits of Wal-mart. Wal-mart itself is US based, but since ASDA is UK based, it is the largest non-US subsidiary that Wal-mart owns. ASDA believes in corporate social responsibility and it has proved this by signing the Ethical Trading Initiative (ETI), which defies all practices of business which are unethical.
9 Pages(2250 words)Essay
BANCO CALL CENTRE
The call center, at the first place would induce the telephone banking. It was planned that the call center would operate twenty four hours a day and seven days a week and would help the bank to regain the expected share of the market. But the idea of the call
6 Pages(1500 words)Essay
Call centres and home working (or teleworking) solutions provide the answer to many process design problems of the 21st century...more in the order instructions
Although call centers have had considerable popularity over the last few years, they present some ethical dilemmas for many companies. These dilemmas have affected operations management in many firms in one way or another. One of the problems
3 Pages(750 words)Essay
Call Center Report- from a cultural perspective (includes communication)
Why Manila can be a suitable place for Call centres is described here. English speaking skills with necessary quickness and accuracy as well as behavioural politeness have been discussed in this paper. This report focused on
10 Pages(2500 words)Essay
Training call center personnel
In designing the practice case, I propose that the organization adopts product and customer centric models because the launch of new product requires passing information to customers. The approach used should train
1 Pages(250 words)Essay
Let us find you another Essay on topic Call center problems for FREE!
Contact us:
+16312120006
Contact Us Now
FREE Mobile Apps:
  • About StudentShare
  • Testimonials
  • FAQ
  • Blog
  • Free Essays
  • New Essays
  • Essays
  • The Newest Essay Topics
  • Index samples by all dates
Join us:
Contact Us