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Essay / Research Paper Abstract
This 11 page paper looks at the way in which a call center can improve operations, using a logical approach including an action plan, a conversation platform and use of people channels. Each element is considers separately to develop a viable and realistic plan. The bibliography cites 3 sources.
Page Count:
11 pages (~225 words per page)
File: TS14_TEleadact.doc
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Unformatted sample text from the term paper:
number of companies. The firm has a call center, which deals with inbound calls. The feedback from customers has been negative regarding the time taken to resolve issues and complaints
about being passed between different call center operatives. Leadership needs to improve the service levels, so that callers are dealt with in a more effective manner. We will assume that
the call center operatives have the protocol knowledge needed. The first part of the action equation is to determine what needs to occur for this to happen. To increase
the service level the motivation levels need to be increased and number of call transfers need to be reduced. In order to implement this, the actions rather than the goals
need to be defined. The motivation will be improved with management by walking around, the do items include; 1. The managers will be encouraged to interact more with the employees,
saying hello to show employees that they care. 2. Communication should include increased positive feedback, giving praise for good performance. 3. This may also be backed up with
general feedback, such as call center (but not individual) performance charts. 4. The use of staff monthly meeting may be used to increase communication, and give general feedback, new
abut the firm and recognise good performance of individuals and support interaction and motivation (Huczynski and Buchanan, 2007). This also leads to the second issue; reducing
the number of transfers. This may be partly resolved by more motivated staff. However, there will also need to be a change in behaviour, this will require the employees to
take ownership of the calls and seek to resolve more without transferring them to other people them on. This leads to more do tasks, including; 5. To consult with
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