StudentShare solutions
Triangle menu

Training of Employees in Call Centers - Case Study Example

Not dowloaded yet

Extract of sample
Training of Employees in Call Centers

Call centers plays an important role for Currys proving customers with immediate support and assess to information (Currys Home Page 2008).
The main effects of training on the performance in Currys are improved service level delivered to customers and job satisfaction of all centers employees. At call centers in retail environment, employees who are effective at work, who can handle difficult tasks such as those illustrated above, possess particular attributes (Bateman & Snell 2004). Technically, it is referred to as expertise. These are the employees from whom others seek advice about how to approach a difficult task. Their attributes set them apart from less experienced workers and are also the qualities that other workers aspire to and employers wish more of their employees possessed. These attributes represent the kind of outcomes that should be developed through workplace training. In order to assist the development of expertise, retail organizations like Currys need to understand the attributes that constitute expert performance at work (Armstrong, 2000). In Currys, this enables the identification of the goals for workplace training and selecting particular strategies to most effectively generate expertise in workers. ...Show more

Summary

Managers are repeatedly confronted by the need to decide whether a proposed nontechnical program purporting to improve their operations should be accepted or not. The main problem in call centers in UK is inadequate training of employees and lack of skills which have a great impact on quality of services delivered…
Author : erichcruickshan
Training of Employees in Call Centers essay example
Read Text Preview
Save Your Time for More Important Things
Let us write or edit the case study on your topic
"Training of Employees in Call Centers"
with a personal 20% discount.
Grab the best paper

Related Essays

Organizational Training Design
Effective management of customer relationship has become one of the core endeavors of the contemporary business managers. Most organization especially those in the service industry are quick to understand the demands of their clients in order to design and provide satisfactory products to the ever increasing demands of the clients.
9 pages (2250 words) Case Study
Problems with the pre-admission call center
It notifies of the patient’s admission date and the length of stay in the hospital. It is a prior encounter with a physician who elucidates the entire process, addresses any queries with regard to the treatment. It ensures that the ailing individual approves of his or her treatment at the infirmary.
4 pages (1000 words) Case Study
LSR Insurance Call Centre Move To India
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.
3 pages (750 words) Case Study
Business Analysis of a Company's Failure
This is further emphasized by Bullinger, president of the Fraunhofer-Gesellschaft1 by stating that employees are a company's best assets together with their knowledge, abilities, creativity and commitment. He further asserted that the competitiveness of a business organisation is highly correlated with the company's highly trained, creative, and motivated employees.
4 pages (1000 words) Case Study
Civilian Training and Education
Army Medical Research Unit-Europe The process of assessment of prospective leaders of an organization and their subsequent development or the development of current employees to future leaders is a complex one. The difficulties are magnified manifold in an organization such as the military because of its "promote from within" policies.
10 pages (2500 words) Case Study
Training
To illustrate, the considerable low rate of incident occurrence in the past two years proves that training had some positive effects. One of the major flaws with his training was that its goal was exceedingly narrowed to risk avoidance
1 pages (250 words) Case Study
Training and development management
Sensitivity Training offer by the agencies is a way for employees’ of a given area of specialization to learn how to understand and
1 pages (250 words) Case Study
Customers Revenge Case Study
Obviously, Atida’s existing policy must be revised because it is not responsive to customer’s needs and perceive the company as a car manufacturer and
2 pages (500 words) Case Study
Case: How Google Chooses Employees
ratively, it has a smaller workforce compared to Apple and Exxon Mobil with a more than seventy-two thousand and seventy-six thousand workers respectively. The company tries to create many channels through which employees express themselves because it embraces the fact that
2 pages (500 words) Case Study
Female Employees
In ‘Women: Keeping the Supply Lines Open,’ there is a report about female employees. Apart from analyzing the agonies of women employees, it provides recommendations on how the management can help in improving the welfare of female employees and motivate them to serve the organization even after quitting and deciding to re-enter once more.
2 pages (500 words) Case Study
Get a custom paper written
by a pro under your requirements!
Win a special DISCOUNT!
Put in your e-mail and click the button with your lucky finger
Your email
YOUR PRIZE:
Apply my DISCOUNT