StudentShare
Contact Us
Sign In / Sign Up for FREE
Search
Go to advanced search...
Free

Customer Call Center - Research Paper Example

Cite this document
Summary
The paper 'Customer Call Center' 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…
Download full paper File format: .doc, available for editing
GRAB THE BEST PAPER91.3% of users find it useful
Customer Call Center
Read Text Preview

Extract of sample "Customer Call Center"

? Recommendation Report: Call Center 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. Job Analysis and Design  Following data were collected during job analysis. Employee interviews were conducted, as they are more practical for job description creation than other data collection techniques (Dessler, 2002, pp.61-62). Moreover, customer complaints and supervisor reviews of each employee have been taken into consideration. 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 compensation and reward systems. Besides training, mentoring and coaching will be used to enhance personal development of each employee. Mentoring v. Executive Coaching Both approaches must be used in order to enhance career development of each employee. These two methods enable employees to constantly improve their performance and obtain objective and confidential assistance. Mentoring by senior employees will help create bonds between employees, promoting communication and connecting the new employee to company goals and culture (Oxford Associates, n.d., p.1). Since duties performed at the call centre are knowledge based, the mentor would provide the mentees with knowledge gained through experience (Oxford Associates, n.d., p.3). However, mentors could also learn about new technologies from mentees (Oxford Associates, n.d., p.2). Coaching provided through HR and supervisors would complement mentoring. These would provide feedback on needed improvements (Oxford Associates, n.d., p.3). Moreover, they would help the employee acquire necessary new skills (Oxford Associates, n.d., p.3). Organizational and Career Development Organizational culture needs to be redefined. Long term and short term goals and plans need to be examined and defined at a totally new angle. Organizational structure and employees need to be aligned with the company’s goals and culture through training, seminars, mentorship and coaching programs. In turn, workers will be able to relate these objectives to customers as well. Career development can be enhanced through different techniques. The first stage is staffing. During this stage, assessment of personal goals and alignment of skills with the job description should be executed (Career Development Corporation, n.d.). Moreover, rewards in form of bonuses at the end of the year, advancement to senior and associate positions and supervisory roles should be provided to give workers incentives to perform better. During the entire careers, supervisors play crucial roles through workshops and assessments; help with definition of strategies, obstacles and needed improvements (Nova Scotia Government, n.d.). See Figure 1 for a visual explanation of the proposed organizational and career development, as explained in previous subchapters. Conclusion This report has provided evidence that organizational plans and policies need to be emphasized and well developed. When the two are aligned, employees will experience a sense of ownership in the company goals and objectives, and work to implement them. Moreover, their career development paths will be more clearly defined and rewarding. Because plans and policies define inter-employee and customer-employee relationships, objectives and goals will be achieved more easily. Recommendations Job analysis and design, i.e. organizational development methods, need to be implemented in order to increase organizational efficiency and productivity of workers. Moreover, in order to achieve the latter, training programs need to be implemented. Career development needs to be promoted in order to increase employee satisfaction and company faithfulness. In turn, employee turnover should decrease. References Career Development Corporation. (n.d.). What is career development? Retrieved from http://careerdevelopmentcorp.com/CDC/element.html Cook, C. (2007). Job Analysis, Employee Involvement, and Flexible Work Schedules. Retrieved from www.nchu.edu.tw/pweb/users/angela/lesson/1864.ppt Dessler, G. (2002). Human resource management. 9th ed. Prentice Hall. Retrieved from http://www.prenhall.com/desslertour/ Everest Continuing Education. (2011 – 2012). Customer service representative certificate. Retrieved from http://ce.everestonline.edu/business-legal/customer-service-representative-certification Manu, J.S. (2004). Training and development techniques for improving organizational performance for Ghanaian firms. Retrieved from http://www2.uwstout.edu/content/lib/thesis/2004/2004manuj.pdf Nova Scotia Government. (2006 - 2007). Sample: Career development plan. Retrieved from http://novascotia.ca/psc/pdf/hrCentre/resources/ode/CareerDevelopmentPlanSample1.pdf Oxford Associates (n.d.). Mentoring vs. coaching. Retrieved from http://oxfordassoc.com/ourfirm/ideas/mentoring.vs..coaching.pdf Appendix Figure 1. Process Chart of the Organizational Development. Read More
Cite this document
  • APA
  • MLA
  • CHICAGO
(“Recomendation Report Research Paper Example | Topics and Well Written Essays - 1000 words”, n.d.)
Recomendation Report Research Paper Example | Topics and Well Written Essays - 1000 words. Retrieved from https://studentshare.org/management/1462597-recomendation-report
(Recomendation Report Research Paper Example | Topics and Well Written Essays - 1000 Words)
Recomendation Report Research Paper Example | Topics and Well Written Essays - 1000 Words. https://studentshare.org/management/1462597-recomendation-report.
“Recomendation Report Research Paper Example | Topics and Well Written Essays - 1000 Words”, n.d. https://studentshare.org/management/1462597-recomendation-report.
  • Cited: 0 times

CHECK THESE SAMPLES OF Customer Call Center

Customer Service Personal Statement

As Yates advices that if you don't get a good customer service representative then skip the Customer Call Center and go straight to the top (Palmer, 2012).... Kimberley Palmer's article about US News' interview with Jon Yates may help understand the point of view of the customer when they call about a problem.... Customers call the customer service department because they have a problem.... If the customer service representative fails to answer to the customer's call or fail to explain to the customer why certain situations cannot be helped or fail to help the customer altogether,...
4 Pages (1000 words) Personal Statement

Importance of Communication Channels

Chapter 6 Gina is a manager at a Customer Call Center for an insurance company.... Keeping customer call times short (company target is for agents to respond to 15 customer calls per hour).... Logging detailed notes about the customer call in the online database.... Gina has noticed a lot of areas for improvement in the performance of her customer service agents.... The following list describes the behaviors that Gina would like all customer service agents to perform....
6 Pages (1500 words) Assignment

Strategic Management Analysis Based on Case Study

The company has its headquarters in Palo Alto, California and an R&D center in Israel.... The Better Place Company was opened by Shai Agassi in the year 2009 with a view to make the world a better place by 2020.... … The company was launched with the vision to establish connection between car companies, battery companies, utilities and consumers....
8 Pages (2000 words) Essay

Marketing Strategies of Sky Broadcasting PLC

In order to keep its customer constantly satisfied the organization has a large scale Customer Call Center which not only undertake the marketing activities for the company but also increase the satisfaction level of the old customers by providing them instant information regarding their queries.... The company employs approximately 6,000 people in various internal and outsourced customer contact centers, which play a major role in Sky's operations, because the contact center staff has front-line responsibility for maintaining the vital relationship between Sky and its digital TV customer base....
7 Pages (1750 words) Case Study

Details summary of the book Simplexity

They began by analyzing the workings within a Customer Call Center and analyzing all of the complex skills that are involved through taking multiple calls, using emotional intelligence to handle the call and then having the knowledge and computer skills to provide support to a sometimes irate customer.... hapter 2 begins with the story of Ed Schmitt, who was working at Tower Two of the World Trade center on September 11, 2001.... During this time coaches and players strategize their next move, call the move and then prepare to execute....
2 Pages (500 words) Essay

Trade between Countries

This work called "Trade between Countries" describes various reasons and theories behind trade between countries around the world.... From this work, it is clear about various types of trade theories such as monopolistic competition, Heckersher-Ohlin, and comparative advantage.... hellip; Today, international trade represents one of the significant elements of the GDP of any country....
9 Pages (2250 words) Essay

The Discipline of Quality Planning

Quality function deployment (QFD) is a system and set of procedures to identify, communicate, and prioritize customer requirements.... With QFD, teams can more effectively focus on the activities that mean the most to the customer, beat the competition, and align with the mission of the organization....
8 Pages (2000 words) Term Paper

Sustainable and Ethical Processes Related to American Water Company

he American water company operates some facilities in hurricane-prone regions, such as the wastewater system in Jefferson Parish and the Customer Call Center in Pensacola, which was affected by some floods from the 2005 hurricane Katrina.... This article "Sustainable and Ethical Processes Related to American Water Company" seeks to identify the sustainable and ethical processes related to American Water Company and their positive contribution to the community....
8 Pages (2000 words) Article
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.
Contact Us