U2 Are you listening - Coursework Example

U2 are you listening U2 are you listening The interviewee is an employee at a call center in a telecommunications company. The telephone technology used at the call center includes the Voice Response Unit. This technology is efficient for the organization since it collects vital information from customers prior to transferring their calls to an agent. Conversely, the interactive voice response provides information that the company chooses to make available to the customer. The company does not use scripts since the agents are expected to have excellent customer service skills, which is provided through recruitment training.

Agents can place customers on hold only when they have to consult for a solution to challenging customer inquiries. When taking a message, the agents should forward the message to the floor supervisor in charge, who presents it to the appropriate department or individual.The technique used to measure an individual’s telephone skills is through monitoring. Since all calls are recorded, the supervisors randomly select an individual’s recording, after which they analyze the skills to determine whether they meet the organizational expectations.

The interviewee evaluates his performance by gauging reactions from the customer. The interviewee believes that the training offered by the company is vital for improving their customer service skills. The habit he has developed over time is to be patient when listening to customer inquiries. Patience is necessary for calming some of the irate customers, which eventually makes them confident with the services the company offers.To conclude, it would be essential to consider training call-center employees in order to improve their telephone skills.

Additionally, monitoring their performance is not only necessary for optimizing individual performance but also assists in enhancing service delivery (Coen, 2001). These invaluable elements help in implementing and evaluating the organization’s quality assurance practices.A recommendation that would benefit the company is that they should consider training the call center agents frequently. This deliberation will allow the employees to refresh their telephone skills and to evaluate their individual performance (Coen, 2001).

It might also be beneficial if the supervisors or managers could identify the imperfections of each agent through the recordings. The identification will enable them to determine the best way to assist the affected person, which will be beneficial to the entire company.ReferenceCoen, D. (2001). Building call center culture: Strategies for designing a world class performance-based environment within your customer contact center. Tarzana, CA: DCD Publishers.