...Human Resource Research Paper Human Resource Management in a Call Center Instructor: Kathryn Taft Advanced Human Resources Management BADM 382 March 16th, 2005 Raymond Chow Executive Summary One of the growing yet toughest industries for human resource to manage is the call center. The call center industry has one of the highest turnover rates compared to other jobs due to its high level of stress and dullness. Retention starts with hiring the right person for the job. Human resource recruiters should look for applicants with these characteristics: self motivated, high tolerance for stress, positive attitude, good listening skills, good communication skills, ability to work as an individual and in a group, good problem solving skills, and enjoy helping customers. A good way to test out the applicants is to pre-screen telephone interviews to test out their phone skills. One of the most useful techniques that call centers use is the employee referral program. This program allows employees to recommend a friend, relative, or family member to the job and receive a cash prize if they pass the probation period. This technique tends to provide the new recruit with more realistic expectations and can provide a better cultural fit. Training and orientation is also important in human resource management in a call center. Training should include lots of role-play so employees can get comfortable talking to customers over the phone, learn to turn negative thoughts into positive ones...
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...Sage we believe that to offer an exceptional customer experience we must have a complete understanding of our customers’ needs and ensure we have specific and relevant solutions to meet these in the future. Call centers began in the Philippines as plain providers of email response and managing services, these have industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education, customer care, financial services, and online business-to-customer support, online business-to-business support. The Philippines is also considered as location of choice due to its less expensive operational and labor costs, as well as having a highly skilled labor force, proficiency in American-style English and idioms, and a constant stream of college-educated graduates entering the workforce. Philippines remain as a top BPO destination for the estimated $150-billion business process outsourcing industry. The management at Call Center Philippines has been working with outsourcing vendors for over ten years. (Retrieved from http://ccaponline.org/index.php=article&id=244:expanding-call-centers-in-davao-philippines&catid=96:industry-news&Itemid=283) “Call centers in Manila have been promising for so long to open call centers in Davao, but...
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...hobbies and how this can be helpful in your future job as a call center agent. Question# 2: What is the reason behind why you want to work for this particular company? It is of great importance that you research on the company that you are applying for so that just in case they ask you a question that is similar to this, you know what to answer. You can say something like “I know that this is one of the top call center companies in the industry today and that working for this company will be a great honor.” You can also say things about the unique benefits being offered by the company and explain how these things can be beneficial to you. Question #3: What are your experiences in your previous call center job? You can give them a rundown on some of the things that you normally do at work. If you’re a technical support agent, you can probably talk about the type of support that you do. Customer support agents on the other hand can talk about the things that they do to assist their customers with regards to the products that they are offering. You don’t need to mention the particular account that you have worked for. Just give them an overview of the product in general and what type of services do you normally offer to help the customer resolve their issue. Question #4: Are you a team player and what do you think is the importance of having team work? You need to have good communication skills when working in a call center industry. It is important that you know how to interact...
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...Tolliver 3. Course Title: Total Quality Management 4. Class Date: 28 September 2011 5. Article Title: How to Put Quality Back in Call Center Customer Service: Potentials and Pitfalls 6. Author: Tony DeNucci 7. Source: Newspaper – Linked to document in ProQuest 8. Article Date: (Second Quarter 2011) 7-11 Article Summary 1. What is the topic of your article? How to put the Quality Back in Call Center Customer Service: Potentials and Pitfalls 2. List the details of what happened. This article explains what factors affect call center service quality and provides employers with criteria they can use to chart their call center's performance, identify strong and weak results, and get customer service back on track. The quality of the call centers customer service has been falling over the last decade, and many benefits practitioners, as well as their plan participants, have become resigned to the frustration or repeated, fruitless call for help and information. Receiving poor service can cause employees to undervalue their benefits, which leads to retention issues. A call center is about people, process, and technology. High-quality customer service balances those three elements by focusing on four key factors: * Complete training, with ongoing refreshers A high-quality call center, provides in-depth training that encourages CSRs to become experts in customer service, subject matter, technology and the bigger benefits picture...
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...A call center managers can use the statistical report to measure the efficiency and effectiveness of an employee in the areas of response time and service level, number of calls per employee, first call resolution, and transfer rate. By using the statistical report, it will help show the relationship between their performance and the organization standards or goals and it is easier to visualize. It can also be utilized by the managers to take necessary corrective actions if needed. The response time and service level can be measured by the monitoring how many calls are answered within how many seconds and total number of calls in a day is being answered. It is important to monitor the total amount of calls but we must consider the number of calls an employee is answering and should be reported to ensure that individual employee is properly assessed. This will also show if the employees are answering them promptly and not just a handful is answering the calls. The first call resolution (FCR) measures the individuals’ ability to accomplish the task in one transaction and not transfer the call. Transfer rate indicates how many calls have been transferred to another party to be handled. Monitoring the number of calls being transferred can identify if there are any performance gaps and training if needed (Reynolds 2012). Reynolds, Penny (January 2012) The Top 20 Contact Center Metrics for 2012. Multichannel Merchant, Retrieved from...
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...manner in which the firm’s decision to outsource offshore is impacted by foreign exchange. Determine whether or not it matters where the company outsources offshore. Provide a rationale for your response. One primary reason that companies outsource is the decrease in costs. Since the inputs (land, labor and capital) are lower abroad, companies are able to maximize profits. Beside the cost savings, another key factor that managers should consider when outsourcing, is the quality of service. When companies outsource business processes, the managers need to know if outsourcing still brings the same quality. For example, when a company outsources its call center operations abroad, the company needs to know if the call center agents abroad can bring the same quality of communication, expertise, and skills as American call center agents. Although the talent gap has widely decreased over the years, there are still some discrepancies between local and international talents. Differences in cultures, beliefs, work ethic and lifestyle are some factors that cause these discrepancies. Another key factor is the technological level. Can international counterparts bring the same technological advancements to producing a product or service? Manufacturing has been dominated by China due to the economies of scale. As a matter of fact, it would be very cost-effective for American manufacturers to outsource manufacturing in China due to massive development of the manufacturing industry. On...
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...Communication Challenges & Strategies of Call Center Executives in Bangladesh BUS 251: Business Communication Prepared for: Mr. Khandoker Asef Safa Kabir Lecturer School of Business and Economics Prepared by: Name | ID# | Mahtab Hossain Khan | 1321135630 | Abhi Barua | 1410305630 | Rezwanul Islam | 1320502030 | Md Adeel Anjum | 1321311630 | Mohammed Ahsan ul Haque | 1320379030 | Section: 10 Summer 2016 North South University Acknowledgement First of all, we want to thank Almighty God to give us strength to work hard for preparing this report. The report is not only of our own hard works. There are many people who helped us a lot making this thing possible. Special thanks goes to Mr. Khandoker Asef Safa Kabir; without his co-operation and proper guideline, this report couldn’t become complete. We sincerely thank him for his tremendous support. A thanks goes to our course mates, family members, friends and relatives. Their unconditional support inspired us to go beyond our limit and to give our best preparing this report. Last but not the least, we thank those kind people who spent some of their precious time for participating our interview. Their co-operation helped us a lot to conduct the research and made our job very much comfortable. We sincerely thank these people and wish them all the very best. Letter of Transmittal July 30, 2016 Khandoker Asef Safa Kabir Lecturer, School of Business and Economics North South University...
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...the will have a better ability to communicate the company’s vision to the customers. In Ron Flavin’s article, he writes good communication skills help leaders to better understand others and enable them to build trust and respect among their followers and peers while fostering environments where creative ideas and problem solving flourish(Flavin 2015). A leader with strong communication skills will help the organization down the road to success. On the other hand, a leader with poor communication skills can destroy an organization. Today the world is just a click or phone call away. The ability for a company to have such a broad reach for customer and employees has created some unique problems. Two areas that have caused companies to address how they do businesses are customer service/sales call centers and the rapid expansion of social media. I am going to discuss some of the problems call...
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...TERM PAPER MPOB L LOVELY INSTITUTE OF MANAGEMENT topic:- stress management SUBMITTED TO:- Ms. MANBIR KAUR GILL SUBMITTED BY:- NAME:- PRASHANT KUMAR ROLL NO:- RT1901 “A19” SUB:- MPOB REG NO:- 10900829 PROG :- MBA (1ST) ACKNOWLEDGEMENT | I would like to take this opportunity to express my gratitude towards all those people who have helped me in the successful completion of this term paper, directly or indirectly. I would also like to express my sincere gratitude towards Ms. Manbir kaur gill (my term paper guide) for her guidance and help which she willingly provided at every step of my term paper. PRASHANT KUMAR M.B.A 1st SEMESTER TABLE OF CONTENT INTRODUCTION 1 ORGANIZATION SIGNIFYING 4 LITERATURE REVIEW 5 RESEARCH METHODOLGY * SECONDARY DATA 8 DATA ANALYSIS ...
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...requirements is having a call center employed by ten employees for five days a week for eight hours. The least cost configuration would cost Northwood’s Backpackers $24,500. While the least cost configuration is the most cost efficient, it is not the final recommendation. A great final recommendation would be to go with configuration of nine employees working for seven days a week for eight hours with training. This configuration would cost $28,800, $4,300 more than the least cost configuration, but would decrease the probability of waiting by about 17% and the average wait time by about 11 seconds. With the recommended configuration Northwood’s Backpackers would meet the requirements of callers on hold for one-half minute or less and serving seventy percent of callers immediately. Northwood’s Backpackers would have to hire four more employees and train the staff to meet the recommendation. Keeping the call center open on the weekends may seem to be negative, but during the holiday season it is vital to success. Call centers are an essential point of business for many organizations. The business opportunity to interact with customers needs to be met with well-trained employees. Understanding and meeting the needs of customers is critical in developing customer relationships and future business. This is supported by call center paper research that has been collected and study to help with configuration for the company. The research determines that working in call centers is very stressful...
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...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. The selected organization is a multinational information technology (IT) corporation from the United State. The company provides IT related hardware and services to home and business users across 120 countries. It has about hundred thousand employees in 30 locations worldwide. The organization emphasizes on delivering exceptional customer experience and treat customer satisfaction as its priority focus. 2.0 The organization functional groups The organization consists of eight functional groups that work closely together to achieve organizational goal. The functional group can be categorized under two functional type; external customer facing and internal customer facing. The external customer facing functional groups are sales and marketing, technical support and customer service department. The internal customer facing functional group are human resource, finance and accounting, information system, procurement and logistic, and product design and development department. Operation...
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...Burnout Stress Syndrome in Indian Business Process Outsourcing Industry Kenan Besirevic Georgia College and State University Abstract Business process outsourcing (BPO) industry in India is an ever growing giant in the Information Technology Enabled Services Industry. Sengupta et al, (2012) study shows the industries growth and progression, some fifty percent per year is superior to any other industry in terms of job creation. However, even after such growth and promising future, the industry is facing constant attrition. Attrition is mainly brought upon the industry by its own business practices. Indian BPO industry if facing attrition from its workforce and others who see the industries practices as ones that are altering the culture and taking advantage of thousands of young workers. Young workers, eager to get a BPO job transition from high school straight to the outsourcing industry forgoing college education. The industry mainly serves Western customers and thus requires its workforce to assimilate to their culture in other to better serve them. Many Indians are forced to mask their natural accents and adapt a locational presence, and even use a western name. Such demands have created a sense of shame to be identified with Indian culture for many BPO workers. Aside from cultural and traditional complexities many BPO industries nature of work is unethical and stressful. Many young workers who are fighting to get ahead are finding themselves eating and breathing their jobs...
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...and competitive world, organizations have created call centers to provide their customer a faster response to their problems. Some organizations outsource their call center to lower cost, and others they centralized in one place. Cons In a call center environment, work can be monotonous through out the entire day. CSR confront with upset customer that can be rude and it makes CSR stress out. The work environment is usually loud, distracting, and it creates job hindrance. Call center are usually 24/7 that’s why call center has high turnover. In a call center CSR get pay minimum wage and that leads to low job satisfaction and commitment. Pros In call centers is not require higher education, and it does not require experience. It offers a lot of opportunities such as management positions. Call centers jobs are always seeking candidates to work, and call center provide comprehensive training to all new/current employees to provide their customer an excellent customer service experienced. Strategies Call centers organization can provide their CSR employee the ability to work from home. Working from home creates a less stressful work environment, and CSR employees feel happier. Call centers organization could create a flexible hour, so that the employee has plenty of time to do their none work related activities. Call centers should implement reward system to those CSR employees that out perform. Further more, call centers should provide benefits package such as 401K benefits...
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...CHAPTER 8 Slide 3: Q) From an emotional labour perspective, how does dealing with an abusive customer lead to stress and burnout? Dealing with day to day complaints is really a hard-hitting job, for a short period of time a person can preserve the patience but later it may lead to exhaustion. As the examples are already given in the case about few customer service representatives who had the effect of their stressful job in their personal lives. Some customers think that the representatives at customer service centre are not human beings and they start to abuse them very badly as if its their fault. The representatives also have emotions and they also do feel, dealing with complaints daily also hits the mind of the representatives and that may lead to exhaustion and a lot of anxiety. That results in anger at home, being rude towards everyone, becoming annoyed on small issues, leads one towards job dissatisfaction, makes one more sensitive and makes one always tensed and lead towards many diseases. Q) If you were a recruiter for a customer service call center, what personally types would you prefer to hire and why ? In other words, what individual differences are likely to affect whether an employee can handle customer abuse on a day to day basis? : ------------------------------------------------- Q) If you were a recruiter for a customer service call center, what personally types would you prefer to hire and why ? In other words, what individual differences are likely...
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...on employees. These effects show as problematic symptoms to the company and range from emotional distress, indicated by one employee taking her anger out on her roommate at home, to physical ailments exemplified by increased illnesses and stress disability claims amongst these employees. The “Impact on stress on the Canadian economy is huge, costing an estimated $33 billion a year in lost productivity “(Langton et al, 2009, p. 121). This presents a significant problem, broader in scope, to the company in which employee turnaround turnover may be high, thereby minimizing the effectiveness of their employee support system . This paper will provide an analysis of the above mentioned problem and offer recommendations to help minimize the effect of employee dissatisfaction due to a stressful role . Problem Analysis According to the Affective Events Theory (AET) (Langton et al, 2009 , p. 63-4), job satisfaction and performance are directly influenced by positive or negative emotional reactions. Those emotional reactions are in turn formed by a combination of work events such as daily hassles and uplifts, which is affected by the work environment, and personal dispositions such as personalities and moods . The work environment at the call centreers has high emotional labour demands. The operators are required to surface act, or display one emotion, while feeling another, especially when working with abusive or racist customers. Since surface acting is always more stressful...
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