...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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...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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...Joines, eds. MODELING AND SIMULATION OF CALL CENTERS Athanassios N. Avramidis Pierre L’Ecuyer Département d’Informatique et de Recherche Opérationnelle Université de Montréal, C.P. 6128, Succ. Centre-Ville Montréal (Québec), H3C 3J7, CANADA ABSTRACT In this review, we introduce key notions and describe the decision problems commonly encountered in call center management. Main themes are the central role of uncertainty throughout the decision hierarchy and the many operational complexities and relationships between decisions. We make connections to analytical models in the literature, emphasizing insights gained and model limitations. The high operational complexity and the prevalent uncertainty suggest that simulation modeling and simulation-based decision-making could have a central role in the management of call centers. We formulate some common decision problems and point to recently developed simulation-based solution techniques. We review recent work that supports modeling the primitive inputs to a call center and highlight call center modeling difficulties. 1 INTRODUCTION Call centers are an important component of the global economy. Around 3% of the workforce in the United States and Canada works at a call center (Call Center News Service 2001). More people in North America work in call centers than in agriculture. Most of the operating cost of call centers (around 3/4) is labor costs. These call centers handle customer support, phone orders ...
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...Call Centers Operations Management Introduction Call centers, or contact centers are an increasingly important part of today’s telecommunication world, employing millions of people and acting as an important source of information and solutions for a majority of consumers. In countries like India where the internet penetration is 33.2%1 and the mobile user base is 79.39%2, call centers along with physical stores have emerged as a major source of information and problem resolution for telecom service users. Call centers also act as the public face of the organization and play an important part in customer retention. As a Vodafone customer in India I have had regular experiences with its call centers which have prompted me to analyze and suggest proposals that could improve the service. Input: The input in this process is the customer requests/issues. Output: The output in this process is the solution provided in response to requests/issues. Journey: Journey starts with a call by the customer to the telecom service provider’s call center which involves interacting with an Interactive Voice Response Unit (IVR) and possibly discussing the request/issue with a an agent. Gap/Opportunity: Despite the advancements made in this sector there are areas which could be improved upon which can lead to a reduction in resolution time and an increase in customer satisfaction. The quality of the service is can be said to depend on three factors: * The length of time a customer...
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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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...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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...Call centers are emerging as central hubs for customer access for many companies (Anton, 1996) and rapidly becoming a key source of customer-specific knowledge and a source of competitive advantage in an increasingly customer- centric world. A recent Economist article (Anonymous, 1997) estimates the annual growth of call centers in the United States at 50% and in Western Europe at 40%. Significant advantages associated with call centers are defined by an increased opportunity to deliver, maintain, capture and recapture customer satisfaction. But call centers can also be viewed as a nexus of customer information that can be translated into marketing strategy and product/service development. The growth of call centers has been fueled by the affordability of sophisticated communications and computer technology (Holland & Hunt, 1997) coupled with a synergistic increase in a strategic focus on the consumer across a broad spectrum of businesses. The competitive advantage afforded by solely adopting technological innovations that define a call center may not be sufficient for long-term success, as the technology can be easily matched by competitors. The success of a call center depends largely on the combination of technological sophistication, managerial philosophy and mission, and dedicated and mission oriented employees (Anton, 1996; Cowles & Crosby, 1990; Dabholkar, 1994; Sparrow, 1991; Ubaldi, 1997). The growth of call centers and their increasing...
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...Dasan Call Center workers suffer abuses http://koreatimes.co.kr/www/news/nation/2014/02/113_151011.html 2014-02-05 16:02 Korea times SUMMARY The human rights of Dasan 120 Call Center employees have been "severely" violated, Seoul's human rights committee. Human rights of workers at center does not handle well. They are suffering from emotional labor because of abusing verbal in poor working environment. Because of the emotional labor, Dasan workers suffer psychological problems, such as emotional insensitivity, losing self-esteem and physical symptoms like high blood pressure. The committee interviewed call center employees and launched a series of probes into their labor status since October. Employees become stressed, according to the committee because of caller inappropriate questions. Sometimes they are suffering from verbal abuse and sexual harassment. Also they only having a 10 minute break time a day. One of reason for bad environment is outsoaring from call center to three companies, the contract workers are exposed to extreme competitions, with performance payments decided by how many calls they have answered. The committee said this system not only aggravates the labor conditions of the workers, but also lowers service quality. Through the Dasan’s problem at workplace is one of example about emotional labor. Most service industry having these kinds of trouble occurred. Without safeguard of workers, company would not serve to high quality of service to...
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...Call Center Planning Process Carrie "Shellie" Cobbs Health Care Management HCS 325 Karissa Stewart May 05, 2013 Call Center Planning Process The process in place for answering phone calls at Synergy Orthopedics needs additional resources to allow better customer service. The call volume has doubled in the year since the Physicians have started taking more ER, emergency room, call. The hold time for patients calling to schedule appointments has also increased that is a direct reflection on the office. To promote better customer service I am proposing the idea of rotating the current staff through a schedule of solely answering the incoming phone calls. With the $20,000 allocated to Synergy Orthopedics, I propose that the empty office become equipped with a desk, chair, computer, and phone to create a single person call center. To complete this change, the staff will have to rely more on teamwork to allow the office to continue to run efficiently. Health care teams Teamwork is not a new process in health care. Since the beginning of organized health care individual health care providers have had assistance from other providers. The teamwork model is changing in modern health care to include the staff involved in the implementation of the decisions of the team. Diverse and synergistic teams are established to create procedures, accomplish goals, and brainstorm possible outcomes for problems presented...
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...ONE NIGHT @ THE CALL CENTER —CHETAN BHAGAT [Typeset by: Arun K Gupta] This is someway my story. A great fun, inspirational One! Before you begin this book, I have a small request. Right here, note down three things. Write down something that i) you fear, ii) makes you angry and iii) you don’t like about yourself. Be honest, and write something that is meaningful to you. Do not think too much about why I am asking you to do this. Just do it. One thing I fear: __________________________________ One thing that makes me angry: __________________________________ One thing I do not like about myself: __________________________________ Okay, now forget about this exercise and enjoy the story. Have you done it? If not, please do. It will enrich your experience of reading this book. If yes, thanks Sorry for doubting you. Please forget about the exercise, my doubting you and enjoy the story. _____________ The night train ride from Kanpur to Delhi was the most memorable journey of my life. For one, it gave me my second book. And two, it is not every day you sit in an empty compartment and a young, pretty girl walks in. Yes, you see it in the movies, you hear about it from friend’s friend but it never happens to you. When I was younger, I used to look at the reservation chart stuck outside my train bogie to check out all the female passengers near my seat (F-17 to F-25)is what I’d look for most). Yet, it never happened. In most cases I shard my compartment with talkative aunties,...
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...Recommendation Report: Call Center Nida Labao HRM 552 July 13, 2015 Sheri Johnson Recommendation Report: Call Center A customer service call center is in need of an advisor to help with the organization’s development and training program. The profit margin rate has been low and employee turnover is very high. Also, due to the lack of training, customers are dissatisfied and complaining. As the new Human Resource advisor, a recommendation report has been created for the organizational development and training programs for the call center. The report will consist of the following points: components of job analysis and design, techniques in developing training programs, importance and differences in suing mentoring and executive coaching, an effective approach to organizational development and different approaches to career development. Job Analysis and Design It is essential to develop and implement the appropriate job analysis to resolve the company’s concern about the organizational development and training program. Modifications are needed. By clarifying each component of the job analysis and design, the company can enhance their efforts recruiting qualified employees for the job. Job analysis reveals the necessary task, behaviors, specific abilities and personal characteristics needed to do a job. Job analysis determines what will be done; job design determines how the job is done. Call center representatives responsibilities are to “serve customers by determining...
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...SUBJECT: HUMAN RESOURCE MANAGEMENT Background Information or synopsis * Customer Service agents represent a large percentage of the call center staff * Schedules are based on seniority, which means that priority is given to most senior employees. * High turnover rate among CSA’s. * Due to high turnover, recruitment is ongoing and takes up most of the Human resource Advisors time. * Most of the CSA are students or young people in their twenties. * During exit interviews, two main reasons for leaving the company is the work don’t meet their expectations or they don’t feel there is any opportunity for promotion within the organization. Primary /Root Problems Absence of Core workforce or Full time workers. Since most of the CSA’s employed are part time because maximum hours given to each employee is 35 hours or minimum of 15 hours so it clearly shows that most of them are working part time. Part time workers won’t be given the benefits or the perks that would motivate them to work or remain in the organization so I think drawback of hiring part-time workers is their lack of commitment relative to full-time workers. Full-time workers rely on the consistent income and benefits typically buy in to the organization more strongly and feel a deeper attachment. Part-time workers usually have less commitment because they spend less time at the company and find it easier to leave because of the lack of full-time income and benefits. So since employees have...
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...BANK PAYMENT OBLIGATION: FINANCIAL INSTRUMENTS TO MANAGE RISK IN THE OPEN ACCOUNT TRADE • J.P. Morgan – Michael Quinn, Managing Director, Global Trade Product Management Executive • Qatar National Bank – Imre Gorzsas, Assistant General Manager, Transaction Banking • Moderator: IFC – Bilge Ozisik, Global Head, Trade Operations Trade business evolution • • • • Source: BCG workshop with SWIFT, June 2012 Cross-border trade has more than tripled since the 1980’s Trade is expected to grow by on average 8.7% a year until 2020 Revenue pools are expected to grow by 80% New trade partners: intra-region and South-toSouth corridors (Asia to Latam, Africa) • • • Year on year increase in payment volumes (albeit global macro economic conditions) Trade volumes have remained low or flat over the years +80% trade are on Open Account transactions How can banks take advantage of the trade growth opportunity? Bank Payment Obligation (BPO) – Alternative instrument for trade settlement • A BPO is an irrevocable undertaking given by a bank to another bank that payment will be made on a specified date after successful electronic matching of data according to an industry-wide set of rules. Therefore, a BPO offers: » An assurance of payment » Risk mitigation for all parties » Possible use as collateral for finance • An alternative instrument for trade settlement BPO flows for data, documents and goods Delivery of goods Use minimum fields 4 Carriers 1 8 Purchase...
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...Can the Philippines be a new call centre capital? Investigate the outsourcing of call centre’s to the Philippines INTRODUCTION: Filipinos are excellent in communication and possess a good command of English that is the reason why Philippines are attracting more investor to put their call centers hubs in the country. Though Filipino workers are hardworking and globally competitive there are many factors that should be considered when an investor wants to invest in the Philippines; some factors are the labor cost and low tax. Filipino workers have American culture that influences them with their good communication skills; they provide a high quality service, high skilled worker, and educated worker. With the help of the Philippine government in making good infrastructure and providing a free training. Will this help the Philippines be the new call center capital? Philippines a new call centre capital? The Philippines is now number 1 in the world when it comes to providing voices service, the top provider of technical support is still India because of its cheaper labor. Business processing outsource companies remain optimistic that Philippines can be the new call center capital in the world with the strength that every Filipino workers has it is possible for the country to be the new call center capital in the world. Because of their excellent communication skills and because they possess a good command of English, Filipino workers are considered a very good business processing...
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...My Career Plan Lorria P. Anderson MGT/521 January 29, 2013 Jeffrey Jordan Abstract A set of tasks were conducted in the Career Plan Building Activities; Career Interests Profiler and Competencies. The Career Interests Profiler is based on different activities placing them in order of the most to the least interesting. The results determine occupations appealing to my career paths; social, conventional, and investigative. The competency determines my skills, behaviors, and abilities drive performance at a workplace. The results are based on strengths in goal focus, organizing, and coping with pressure. Also, in taking initiatives, following instructions, and delivering results. Both activities assist in understanding the personal competencies that will help become a better communicator and manager. They also help determine what communication techniques to focus on the most or change to work effectively in the work place. Career Plan A set of tasks were conducted in the Career Plan Building Activities; Career Interests Profiler and Competencies. The Career Interests Profiler is based on different activities placing them in order of the most to least interesting. The results determine occupations appealing to my career paths; social conventional, and investigative. Under social occupations its frequent involvement is in working, communicating, and teaching people. Under conventional occupations its frequent involvement is in following set procedures and...
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