Here is the synopsis of our sample research paper on Plan to Improve Performance at a Call Center. Have the paper e-mailed to you 24/7/365.
Essay / Research Paper Abstract
This 8 page paper is a 10 slide PowerPoint presentation with speaker notes, with a presentation on the way performance at a call center can be improved. The current staff are not committed and performance levels are low. The plan is to introduce a new motivation strategy.
Page Count:
8 pages (~225 words per page)
File: TS14_TEimpcallc.rtf
Buy This Term Paper »
Unformatted sample text from the term paper:
The company has been running for three years, if there is to be a good future the call center has to support the telecommunications services
provided. If there are targets not being met this is likely to result in lost customers or at least dissatisfied customers which may harm the growth of the firm.
Slide 2 There are some problems at the company at the current time. The most easily measured is the failure to meet
the key performance indicators (KPIs). The standard expected is 95% , at the current time the call center is a long way away from meeting this target, achieving only a
level of 56%. Part of the problem is that the employees do not even know of the KPIs or why they are important. However, even if they did know there
are other barriers to these KPI targets being achieved; the employees show a very low level of commitment and there does not appear to be any measures in place to
remedy this, as there is not a motivation program. In addition to this there are also factors in place that are likely to cause fragmentation due to disparate treatment of
employees, with the Indian staff being paid less than the Arabic staff. Slide 3 In order to put a plan
into place there need to be goals. The main goal is for the KPI standard of 95% to be achieved. However, in order to achieve this the staff need to
be motivated to perform at better levels, they need to be committed and also need to know of the KPIs in the first place. Slide 4
...