Nobody downloaded yet


Comments (0) Cite this document
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…
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER97.8% of users find it useful
Read TextPreview

Extract of sample "BANCO CALL CENTRE"

Download file to see previous pages 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 ...Download file to see next pagesRead More
Cite this document
  • APA
  • MLA
(“BANCO CALL CENTRE Essay Example | Topics and Well Written Essays - 1500 words”, n.d.)
BANCO CALL CENTRE Essay Example | Topics and Well Written Essays - 1500 words. Retrieved from
(BANCO CALL CENTRE Essay Example | Topics and Well Written Essays - 1500 Words)
BANCO CALL CENTRE Essay Example | Topics and Well Written Essays - 1500 Words.
“BANCO CALL CENTRE Essay Example | Topics and Well Written Essays - 1500 Words”, n.d.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document


Employee motivation among call centre agents

...Employee motivation is a key element that affects employee satisfaction. As such, the importance of understanding motivation in the currentglobal context is essential. In this regard, the research deals with employee motivation among call centre agents and to be more specific, it will centre on motivation among call centre agents of Mobily. The following are the objectives the research. First, to understand what is motivation. Second, to determine the different ways with which motivate employees. Third, to identify the different factors affecting motivation. Finally, fourth, to determine the motivation factors that influence employees’ job satisfaction....
80 Pages(20000 words)Literature review

The Challenges of Call Centre Restructuring

...?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. Tengo Ltd., an online supplier of notebook computers, established a customer contact centre to deal with customer complaints and inquiries about the company’s products. Recently, the company decided to restructure because the HR director discovered that there is an overstaffing problem...
8 Pages(2000 words)Essay

Experiencing Depersonalised bullying: a study of Indian call-centre agents

...? Experiencing Depersonalised bullying: a study of Indian call-centre agents BY YOU YOUR SCHOOL INFO HERE HERE Experiencing Depersonalised bullying: a study of Indian call-centre agents TABLE OF CONTENTS 1.0 Introduction..................................................................................................... 2.0 Depersonalised bullying: A case study of Indian call-centre agents.......... 3.0 Analysis of case study..................................................................................... 4.0 Conclusion....................................................................................................... References Experiencing Depersonalised bullying: a study of Indian call-centre agents 1.0 Introduction... as an...
11 Pages(2750 words)Essay


...?THE CALL CENTRE AT TENGO LTD INTRODUCTION Tengo Ltd is a book manufacturer. It has two main focused products that include low cost laptops for students and high- spec laptops for businesses. Tengo has its head office in UK with staff of almost 500 people conducting entire operations including primary and support activities. 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. To facilitate customers, Tengo has customer center that provide various services to its customers such contact centre for spare parts, accessories... with...
9 Pages(2250 words)Essay

Bank Call Centre Cybercrime

...BANK HOAX BY EMAILS Bank Hoax by Emails Introduction There has been the tendency by human being to engage in certain criminal operations which have high rate of return and low risks. Criminal activities which involve the use of computers are referred to as cyber crime. Cyber criminals see such operations as stealing of financials information and hacking into other networks as profitable business. 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... HOAX BY...
5 Pages(1250 words)Essay

LSR Insurance Call Centre Move To India

...International Human Resource Management – LSR Insurance Call Centre Moving to India Cultural differences between India and the UK Brewster, H et al(2003, p.16) mentioned that differences in national cultures are apparent to all. The concept of culture is deeply rooted in human history and its scope extends far beyond the boundaries of organization activity. It is further stated that organizations are the product of the societies and times. 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 has worked well enough to be considered valid and, therefore... , to be...
6 Pages(1500 words)Essay

Strategy for Call Centre Development

...Strategy for Call Centre Development Introduction Call centres or technical support companies are one of the fastest growing industries in the world. We are in the midst of a fast-paced globalization and industrialization era which is greatly impacting on consumer usage and customer relations. 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. Hence, more and more industries are also linking their activities to call centres companies and technical support teams. Based on these considerations, this paper shall...
4 Pages(1000 words)Assignment

Quality assessment at bank call centre

...and human development at national level. The bank is working with ICICI foundation all over the world with different programs and sectors. Banks top priority is providing services with high quality and also they have to ensure the standards of quality which is provided by the entire bank and specially their call center as it attaches them directly with their customers. The research conducted focuses on the efficiency of the bank’s call center. Call center is basically a place where calls coming from the customers are answered and there is a considerable volume of those calls. Automated voice response system with screen is used initially and then later...
12 Pages(3000 words)Research Paper

Work and Employee Relations in the call centre

...ARTICLE REVIEW By Location The article d “An Assembly Line in the Head – Work and Employee Relations in the call centre” was published in 1999 and is the work of Phil Taylor and Peter Bain. In the article, they sought analyse how operations in a call centre are organized. According to the authors, 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. Employees working in call centres have to get used to the system which is highly monitored and constantly under surveillance by supervisors because of the computer... ...
2 Pages(500 words)Essay

Banco Human Resources Management, P. 4). Call centre operations have a dual function of handling of handset of a telephone and a computer system on a tabletop, they keep answering to telephone calls while entering or modifying the data in computer. But the main activity is answering telephone calls. “Therefore, they must do it well and cost-effectively if they are to remain viable.” (Out sourcing call centre 2009). Here this case study deals with Banco call centre. The company is a medium sized one with around 300branches. Here we analyse their functioning, the problems that they have faced, the employee...
10 Pages(2500 words)Research Paper
sponsored ads
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.

Let us find you another Essay on topic BANCO CALL CENTRE for FREE!

Contact Us