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The Key Issues and Problems in the Call Centre - Essay Example

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This essay stresses that at the focal point of the case study is the Finance Co Call Centre that provides information services regarding banking, investment, mortgage, and insurance products. This organization specializes in diversified fields the personnel totals almost two thousand employees. …
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The Key Issues and Problems in the Call Centre

According to the study, the company has faced several serious problems, which require appropriate and immediate solutions. 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. Due to the survey, it has been concluded that interaction between departments, especially in critical and urgent cases, is ineffective. Everlasting accumulation of in-coming calls puts the customers on hold and gets them through when available operators finish their previous phone conversation. Thereby, there is absolutely no time for a person to have a rest and get ready for the next call. This causes stressful and hectic working environment. ... Read More
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