The increasing competition has drained much of the profitability of this nationwide bank. To successfully face the competition and to ensure sustainable growth and development, the bank introduced the idea…
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The issues included that of the procedures of recruitment and the pays offered. It also included the timing of the job and had learning and resourcing problems along with employee relations.
The Banco Call Center struggled from the very first day. The bank actually had transferred many of the banking executives to the call center operation which at all did not suite the purpose of the call center. The centralised human resource policies were missing which ultimately led to high attrition rate at the center at approximately around 35%. The rate was quite normal in respect to the call centers but for a Banco unit it was exceedingly high. Also, the management did not have fair experience in handling the call center operations. The banking executives could not understand and meet the requirements of the call centre executives and operators.
In organisations like that of the call center which involves high degree of human value as the executives have to answer the calls personally, centralised human resource policies would have worked well. The centralised policies would have treated all the employees at par and also could have taken the requisite measure to keep the work force motivated and charged up. Also, in order to yield better results the bank could have hired experts to handle the call center operations as the organisation suffered from the inadequate experience. The centralised human resource policies also should have developed an all round policy that would have taken care of all the important factors like recruitment, reward management and also the training and development (Scullion & Collins, 2006).
Employee resourcing has been a major issue in the present day organisation. With the increasing competition in the industry, the companies try and attract the best of the talents that are available in the industry. It is observed that in case of the
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The Challenges of Call Centre Restructuring Introduction The recent decade has witnessed a sharp increase in call centres across the globe. It is clear that call centres are being formed and transferred to every corner of the world. Because of this development, call centres have experienced restructuring.
Ideological theorists view management under traditionalist lenses, following such advices as those provided by Milton Friedman or Adam Smith in which the main responsibility of the corporation is to secure profitability and enhance market position
D LITERATURE REVIEW 9 HRM Role and Activities 9 Recruitment 9 Training 10 Reward Management 10 Employee relations 10 Turnover and absenteeism 10 Team building 11 Communication and labour representation 11 Conclusion 11 BIBLIOGRAPHY 11 Abstract The report considers the current experience of Banco call centre and examines the outcomes of the current practices.
Tengo has market in almost 30 countries in Europe and Far East with trading based only on internet. According to Kleemann and Matuschek (2002, p.1) a call centre is defined as a special unit which is providing different customer services based on the telephone.
There has been explosion in breaches of computer securities which are employed in stealing of financial information and money from bank customer's accounts.
According to the recent trends, the criminal's cares about their capability of compromising secure systems as well as tricking the bank customers into indicating their personal details or their financial information.
This is the reason this country has turned the subject of Operation Management into a dynamic science. Now the cause of choosing UTI as the target bank is somewhat different. UTI is not the leading bank of India and neither is it the most elite. Then why UTI This is because UTI can boast to possess one of the most sophisticated tele calling organization of the country.
The literature review shows that call centres are often under pressure to provide faster and better customer service at low costs. Job satisfaction, motivation and staff turnover are related factors that affect call centres, where the employee's attitude towards the organisation and compensation has an impact on attrition and career.
Schein Brewster, H et al (2003, p.17) defined culture as “a pattern of basic assumptions – invented, discovered, or developed by a given group as it learns to cope with its problem of external adaptation and internal integration – that
With new technologies and new industries being developed and introduced into the market on almost a daily basis, the need for technical support has also risen dramatically. More and more industries are also linking their activities to call centres companies. Municipal incentives are also important elements in call centre development.
s, a call canter focuses on both inbound and outbound calls controlled by a computer system with a high level of surveillance and automatic al distribution serves as the controller of the calls. The most critical aspect is that, the telephone is integrated with VDU technologies.
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