The Key Issues and Problems in the Call Centre - Essay Example
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Extract of sample 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.
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. …
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.
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.
Case Study a) Identify the key issues and problems in the call centre, taking into account, motivation, teams, diversity and management style. At the focal point of the case study is the Finance Co Call Centre (FCCC) that provides information services regarding banking, investment, mortgage, and insurance products.
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.
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 taught to new members as the correct way to perceive, think and feel in relation to those problems." It is mentioned that most of the companies doing business in India face the major problem regarding the communication as the national language is Hindi and different states in India have their own official language.
The call center, at the first place would induce the telephone banking. It was planned that the call center would operate twenty four hours a day and seven days a week and would help the bank to regain the expected share of the market. But the idea of the call
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
Organizations are now facing a difficult task of making themselves flexible enough to deal with the changing demands and also meet this requirement of the customers. When products and services are provided, there
tomer service division has recently suffered from a consistently increasing employee turnover which has now surpassed the industry benchmark of average employee turnover. The customer contact centre has also received repeated complaints of poor customer service quality as a
10 pages (2500 words)Assignment
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