Essay on call center management

Submitted By x484360
Words: 1176
Pages: 5
Open Document
Call Center Management
Managing a call center can be very difficult at times. Motivating employees who perform a very dull and repetitive task can be challenging but management group can either make or break a company that is similar to a call center. Using different motivation types, empowering your employees and putting your employees in a position to succeed are all good ways to maximize productivity in a call center. Before we go in to managing a call center we first need to figure out what the metrics of the call center we will be managing are. For example you could be managing a service call center or you could be managing a sales call center. The managing styles are going to be different based on this. In this paper we will focus on a service center. Empowering your employees many times can help the morale of the company. As saying goes “happy employees are good employees.” If our company can successfully empower our employees then I believe we will be more successful. However, if the employees do not know a lot about the service that they are providing it is going to be hard for management to hand over the reins. To solve this problem we will put together a training program for employees that are going to be taking the service calls. For example, when somebody calls and has a problem with the product the caller is going to be more satisfied if the first person that answers the phone can take care of the problem. In some cases the first person to answer will not be able to fix the problem and in this case they need to be able get the customer to someone who will know how. In a call center it is hard to completely empower your employees because there always needs to be people at the phones taking calls. Like we discussed in class some call centers monitor time in the bathroom, the time your break takes, and how much time they spend on the phone. This is not empowering your employees. To achieve this our company would need to hire more employees to work the phones. This would cost more money however; productivity in most cases causes an increase in your bottom line. Therefore, I believe this would pay off. This would cause for people to not feel chained to their phone, and with the incentives that we will put in place later in the paper most will not take advantage of this privilege and take excessive breaks. To keep track of our employee empowerment we can keep track of the percentage of calls that are handled without having to transfer. The higher percentage the better we are doing as a company at this aspect. It is also important that we keep our turnover ratio low. Like we said earlier if our customers feel empowered they will be happier. When employees are happy they are more likely to stay with our company. If these employees stay with our company it will dramatically increase our effectiveness over the years. This is because the longer our employees stay with us the more effective they will be at their jobs. However, empowerment is not the only thing that makes employees happy. Money and promotions also make employees happy. In a call center setting we will need to put in place incentives and promotion opportunities. Incentives can come in many different forms. They can be a travel package incentive, a bonus, increased pay, and even small things such as customer recognition. In a call center setting we will balance speed with quality to evaluate our employees and give out our incentive packages. In a service call center we want our employees to take a lot of calls with a small amount of time on the phone therefore we will take the time spent on the phone per month divided by the number of calls taken. That will give us a ratio that we can compare the employee’s performance. The employee with the best ratio will receive the customer of the month recognition and a monetary bonus for that month. Another thing that will motivate our employees is we will have customer feedback
Show More

Related Documents: Essay on call center management

Employee Turnover in Call Centers Essay

assignment. Call centers or customer service centers as they are now called have a role in most large organizations across the globe. Call centers provide employment for many and serve as a primary channel for interacting with customers for these organizations. However, employee turnover in call centers is increasingly growing. The most common reasons found in literature for employee turnover in call centers are performance requirements, organizational policies and procedures, management, and employee…

Words 592 - Pages 3

Essay Management and Concurrent Control

Call Center Control Measures Scott Pellow, Samantha Hecker, Natasha Beckett MGT/521 June 29, 2015 Les Colegrove Call Center Control Measures Call centers touch our lives on nearly a daily basis. We call for support of our Internet, computers, and our plethora of other devices/services. We all have been on hold for tremendous amounts of time waiting for our turn. Call centers track a variety of measurements to work to prevent these type of issues from happening. It is important for the leaders in…

Words 928 - Pages 4

Strategic Plan, Part Ii: Swott Analysis Essay

factors will guide the strategic direction that upper management must consider for the good of the company. The internal factors such as the strategy, structure, processes and systems, resources, goals, culture and technologies play an important role in determining where the company stands and where the company is going. Intelligent Resources Unlimited realizes…

Words 1384 - Pages 6

Essay on Operation Management

1.0 Introduction Customer call centers are increasingly playing a crucial role in providing higher customer satisfaction (Anton, 1997). Many business organizations have invest heavily in call centers as they see it as an effective way to keep customer satisfied as well as gaining competitive advantages. The purpose of this study is to critically access the operational method and strategies adopted in a technical support department of a call center in order to provide maximum customer satisfaction…

Words 3732 - Pages 15

Essay on TeamCBusinessResearchProjectPart4 1

days the wait time is longer. AHJMR wants to identify if review of a sampling of the calls shows if the wait times are actually longer on certain days of the week, or if it a perception. If AHJMR Inc. can determine that the longer wait time is related to a specific day of the week, the company can begin problem solving around productivity or staffing issues. Formulation of the Research Problem Team C is the management team that will review and analyze the data to determine the outcome of the hypothesis…

Words 2998 - Pages 12

The Role of Ethics Essay

will also be discussed. Role of Ethics Core values and expectations the company has for its employees should be outlined in a company’s strategic plan. The ethical standards set forth in the strategic plan should embody the beliefs its upper management and customers hold dear. This is done by developing a well thought out and written mission and vision statement. These statements will define where the company plans to go and how it plans on achieving those goals. A company’s strategic decision…

Words 1230 - Pages 5

Team Reflection Week 5 Essay

Also we need to evaluate the entire call center. The purpose of the call center is for timeshare vacations. In this type of setting we would expect resolutions to problems, and meet the requests that they have to increase the volume of sales on time shares. The management team will use statistical reports. This report will be specified to measure the efficiency of an individual within the call center. This will also be utilized for measuring the call center. The statistical report will have no impact…

Words 737 - Pages 3

Essay on Turnitin 1

The Care Management Organization of Montefiore Medical Center handles outpatient services including medical management, provider profiling, benefit administration, finance, provider relations, credentials and member services for the many entities and divisions of Montefiore. The customer service department focuses on emergency department and inpatient discharge planning, patient education and the care coordination of outpatient primary care and specialty’s services. The contact center is responsible…

Words 2177 - Pages 9

Diabetes Referral Process

partner with Huntsville Hospital Diabetes Control Center and Crestwood Medical Center- Diabetes Self-Management Education Program to provide comprehensive Diabetes education to CNAHSI patients. Overview: The Diabetes Education Referral Process is open to all patients with a Diabetes diagnosis. This program requires provider referral before services are provided. This program is designed to provide diabetic patients with the tools for self-management…

Words 530 - Pages 3

Business Process Outsourcing Case Study

the call center industry remains an economic stronghold in the country. Torquator (2006) defined call center as a centralized office that receives and transmits calls on a massive level. It handles product support or information inquiries from consumers of different clients. In addition to that, he explained that a call center aims to improve the operations of a company and to reduce its costs while giving a standardized service for consumers. Meanwhile globalsky.com said that call centers are communications-based…

Words 1632 - Pages 7