...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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...Developments 12 Risk and informational management 12 Strategic planning group 13 Human resources 13 Technology 13 VIII. Program Design and Development 14 Objectives of the program 14 Incorporate site visits by management 14 Training and seminars 14 American Express will Focus on the Development of Employees 16 Incorporate Site Visits by Management 16 Training and Seminars 17 Steps to continue the essence of customer service 18 Assessment 19 Employee feedback 19 Data analysis 20 Creating training manual 20 The use of technology 21 IX. Recommendations 22 Performance appraisals 23 Motivating Employees 24 Training employees 25 Continuous improvement 27 X. Conclusion 28 XI. References 29 I. Introduction American Express hired our consulting team to create effective training and development program to sustain the company’s success and growth. One of the departments American Express would like to concentrate on is the Customer Service Call Center. Currently American Express does not have formalized organization-wide training and development process. This paper will summarize American Express’ organizational structure and background, vision statement, and future goals. Our team will evaluate the company’s current structure and provide training and development management plan that will help reach current goals, as well as, increase employees motivation and productivity. Our goal is to provide American Express...
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...oral and written to its employee and customer is paramount. Poor communication skills can lead a company down the road of poor performance and eventual failure. One basic reason an organization fails is because the company was unable to execute its business plan successfully. The doors will close when the organization eventually runs out of cash to operate. How did the company get to that point? In Eric Wagner’s article Five Reasons 8 out of 10 business fail he states. Reason #3: Failure to communicate value propositions in clear, concise and compelling fashion (Wagner 2013). Communication starts with the organization leaders. It is the leader responsibility to clearly and effectively communicate the direction, vision; purpose will help each employee to understand the role they play in the company’s success. If each employee understands their role 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...
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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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...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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...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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...developed Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) solutions that meet the demands international businesses generate. At 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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...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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...Williams, Manager for Call Center Subject: Proposal to handle increased volume in call center Date: September 17, 2012 Margins continue to shrink with each insurance carrier, therefore it is imperative to cut costs while continuing to meet the needs of customers through the call center. Over the last year business has grown and the calls through the call center have doubled. Because of budget cuts, the call center cannot hire additional staff; however the budget will allow $20,000. for improvements through automation, training, and restructuring in meet the goals established by senior management. Identifying the Problem Previously calls came into the call center and were randomly answered by the first available representative. Prior to taking the calls there was no method of screening or confirming that the call was in the appropriate department. Approximately 13% of the staff’s time was spent answering and directing calls intended for other departments. In addition, by answer calls, this required all staff members to be fully trained in every aspect of all contracted insurance carriers. Course of Action After meeting with the nformation Technology (IT) department and discussing possible solutions for an automated system, management assigned IT to research ARU systems and the costs associated with the systems. Six different companies, all experienced with ARU systems, were researched and compared in relation to costs, services, and customer service satisfaction...
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...list. I will choose an entry-level job in a customer service call center. This entree level job will be a bank call center customer service representative. I will talk about Bank A and Bank B call center customer service representative. According to task analysis information, I will create Bank C call center customer center representative. Compare the common tasks and behavioral objectives contained within the job descriptions or lists of duties. Customer service is an organization’s relationship with its customers. Call center customer service representative communicates with customers by telephone to provide information about products or services, open and cancel accounts, or obtain details of complaints. Call center customer service job duties involves meeting the customer’s expectations, listening to their statements, and solving their problems. As shown in Appendix the common list of duties of Bank A and Bank B call center customer service representative, the duties involve customer satisfaction and problem solving. If we compare the common tasks of Bank A and Bank B call center representatives, Bank A call center customer service representatives review insurance policy terms to determine whether a particular loss is covered by Insurance. Bank B call center customer service representatives are better to processing loan...
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...Critical Thinking in Customer Service: Making Rational Decisions for Conflict Resolution Introduction At one time in their lives or another, most people in the United States of working age have held employment positions where customer interaction was a necessity. While it can be argued that some personality types are better suited to human interaction than others, customer service positions maintain some of the highest turnover rates of any industry. Customer service positions expose employees to a wide range of people with unique personalities and motivations, often mixing in feelings of disappoint and/or anger regarding their particular situation (Ivancevich, 2010, p 392). Employees in customer service positions often perceive themselves as being “ineffective, unwanted or unneeded, without the tools needed to truly service customers.” As many customer service representatives are faced with the daily task of providing conflict resolution to often angry customers, it is very important that they feel empowered and trusted to make decisions that not only impact a company’s bottom line, but that also satisfies the customer’s original request or complaint (Ivancevich, 2010, p 393). Discussion of the Literature While many individuals utilize some type of customer service on nearly a daily basis, the majority of people do not understand the job competencies and necessary qualifications that are needed to be able to effectively handle inquiries and diffuse tense situations...
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...took two actions: (1) established a customer call center to respond to customer inquiries about account balances, checks cleared, fees charged, etc., and (2) paid year-end bonuses to branch managers who met their branch’s target increase in the number of customers. While 80% of the branch managers met the target increase in the number of customers, Belltown National’s profits continued to decline. Roger Welton, the CEO, didn’t understand why profits were declining, even though the bank was serving more customers. The Pierce County branch manager, Rose Martinez, noticed that while small retail customers flocked to the bank, the number of business customers was declining. Belltown National’s existing costing system, developed back in 1990, is straightforward. No costs are traced directly to customers. The bank assigns the total indirect costs to customer lines (retail customer line or business customer line) by dividing the total indirect costs by the total number of checks processed to compute a cost per check processed. The cost by customer line is then the number of checks processed for the customer line multiplied by the cost per check. Martinez suspected that Belltown National’s cost system might be part of the problem. Martinez learned about activity-based costing (ABC) in school, but the applications she studied involved manufacturing firms. She wonders whether Belltown National could develop an ABC system, with the customer-line as the primary cost object. ...
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...Customer Service at Datatronics Datatronics is an organization that serves their customers with Enterprise Resource Planning integrated solutions. Their growth is mainly attributed to acquisitions of smaller competitors. E-Z RP was such a company that despite its inferior size compared to Datatronics was able to succeed and outperform Datatronics on grounds of customer service and customer satisfaction. Datatronics recognized the fact and acquired E-Z RP with the aim to improve in that respective area. Just as it is the case with most acquisitions, job uncertainty at E-Z RP came into question when the acquisition was announced, however, all of the employees were able to remain employed. The issue was that most of the positions E-Z RP staff were holding at E-Z RP were no longer in demand and so they were rather integrated into the Datatronics culture based on the corporation’s needs rather than what the individuals were trained to do and what they do best. Matt, who was the head of the E-Z RP development team, lost his position through the acquisition and was appointed to manage the Datatronics customer service center instead – a calling he wouldn’t know much about. After observing the Datatronics customer service center as the newly appointed manager, despite his inexperience in this field, he quickly noticed deficiencies, which he openly brought forward to his new boss, CIO Joel McGivern. Joel was cautious about the idea of improving customer service through increased spending...
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...Requirements Definition 8 Project Goals and Objectives Project Assumptions Current Configuration of Network Identification of Business Issues and Requirements Budget Requirements Network Design 11 Alternative Approaches Customer Ownership Outsourcing and the Cloud Comparison of Alternatives Cost differences Workflow differences Reliability Maintenance Performance Findings, Conclusions, and Recommendations 16 Implementation Plan 17 Project Plan Milestones Implementation Plan Training Follow-up Appendices 19 Appendix A Appendix B Appendix C Appendix D Appendix E Appendix F References 27 Executive Summary: Travel Agency Incorporated, (TAI), has reached a pivotal point in the travel industry and is at a stage for which changing business model operations is critical and may determine their very survival. Make no mistake TAI is at a crossroad. It is crucial that TAI reduce costs and employee turnover, eliminate network congestion, and develop a presence for online bookings. It is also imperative that TAI’s reputation and business model of providing complete and very personal service while building and maintaining excellent relationships with their customers cannot be affected during or after the transition to this new operations model. In response to TAI’s RFP, our firm has taken into consideration all the information relevant to the factors in the industry and the methods and procedures outlined...
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