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Recomendation Report - Research Paper Example

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Recommendation Report: Customer Call Center Name Institution Executive Summary This report describes job analysis and design components used to assess the quality of services delivered and provides solutions to improve customer satisfaction, service quality and employee retention at the customer call centre…
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Recomendation Report
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Download file to see previous pages Employee turnover is high, while customer satisfaction is low. Professional duties comprise answering customer questions about services and possible complications regarding the use or repair of products. The quality of services is low, as noted by the customer complaints about unprofessional conduct and low quality assistance to their requests. Employees lack proper training in inter-human communications, computer use, and are insecure and inexperienced. So far, all new employees obtain only three days of training prior to their activation, and this training is based on mentorship. The knowledge gained through mentorship is limited to observations only, as the older employee must, in the meantime, assist customers as well. Combined with the lack of proper training and no opportunity for career development, employees leave the company. As a result, organizational development and training programs at the call centre will be addressed in this report. Job analysis and design represent the first step. The former’s purpose is to improve organizational performance and productivity (Cook, 2007, Sl.7). Job analysis determines “duties and skill requirements of a job, and the kind of person who should be hired for it” (Dessler, 2002, p.60). Three components need to be analyzed. First, evaluate the organizational structure in order to determine the organization wide division of work, interrelationship of different positions and how the examined position “fits in the overall organization” (Dessler, 2002, p.62). This is where objectives are identified and refined (Cook, 2007, Sl.31). Supervisors should define long and short term goals of their departments to increase employee awareness of the company’s success. The second part is analysis of activities performed in a particular job (Dessler, 2002, p.62). Supervisors are consulted to verify the job analysis information obtained (Dessler, 2002, p.62). The third part is training of employees, which aims at enhancing organization efficiency and job satisfaction by the employees (Clark, 2007, Sl.30). This part educates employees as per their particular position, standards, as well as provides them with tools to execute their duties according to satisfactory standards. Job Training Techniques Training will be directed toward the skills customer service representatives need in order to satisfy their customers, and also feel satisfied with their own performance. Psychological, as well as technological aspects will be addressed, such as correspondence on the phone and basics of Microsoft Office, as well as how to coordinate with the supervisor, mentor (mentee) and tech support (Everest Continuing Education, 2011 – 2012). More specifically, human performance technology will be used (Manu, 2004, p.12). This model aims to increase productivity and compliance with company goals (Manu, 2004, p.12). Causes of performance gaps have been identified. Thus, based on the objectives of the company, training guides will be designed and implemented (Manu, 2004, p.13). Performance objectives of the company and specific jobs are reflected upon job description and specification. These aspects will be clarified and taught to new, as well as older personnel. The training program will include services, measurement, and feedback requirements to the supervisor and human resources (HR); old as well as new tools and equipment; new services; and ...Download file to see next pagesRead More
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