...Case 2: Customer Service Agent Introduction Bill Ryan is a customer service agent for an online marketplace owned by EBay, Half .com. It allows for buyers to sell a vast range of products to potential buyers. Al though the concept of Half .com might seem to resemble that of EBay, it is not the same. On Half.com products have fixed prices and buyers and sellers don’t interact directly since, the design of the website is quite self-explanatory with help pages that assist both the buyers and the sellers using the online marketplace. However, sometimes things may go wrong as in any virtual market place due to lack of direct contact between the buyer and seller. This is where the customer service agents play an important role in helping both buyers and sellers trade efficiently and improve their user experience. The day diary provides for some information about a typical day of a customer service agent at Half.com. Although it doesn’t provide for sufficient information to develop a job description, it does highlight some key responsibilities and duties attached to the job. Information collected from the Day diary The day diaries provide for a lot of useful information that can be included in a job description as it outlines the knowledge, skills and abilities that customer service agents need to perform tasks efficiently and also, the most important tasks and responsibilities. The following information from the case can be useful when developing a job description: Repetitive...
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...Compensation Management Assignment one Case 1: The customer service agent Case 1: The Customer Service Agent Case Question one: Does the Day Diary include sufficient information? The day diary conducted includes sufficient information. The day diary includes a full day for one employee working as a customer service agent. Through the information provided it reveals the different activities conducted throughout the day. These data can help to identify the different tasks, responsibilities and the work environment inside the organization. The data can support to have a whole picture on the organization main objectives, duties and some policies included in the organization. The given information in the case will support collecting information related to both the job as well as to the employee. These two types of information are considered to be the core data needed to conduct a job analysis. Through the day diary the job can be identified, the job content can be clearly available in the text through the tasks conducted through the day. Concerning the employee some characteristics can be revealed from the day diary as well as the internal relationships. Overall the day diary considered to include sufficient information that will allow the formulation of the job analysis and based on the job analysis the job description can be created. Question two: Identify the specific information that you find useful? In the case the information provided is considered to very useful...
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...MISAMIS UNIVERSITY Ozamiz City College of Business and Management Compensation Administration HRDM 6 Prelim Requirement Case Study Analysis The Customer-Service Agent Submitted by: Florelein G. Cane Student Submitted to: Mrs. Ana Bonita Lamanilao Professor July 15, 2016 Case Study Analysis Bill Ryan – a customer-service agent Introduction Bill Ryan often deals with difficult people. It’s what he gets paid for. He’s one of 30 customer-service agents at Half.com, an online marketplace owned by eBay Inc., the Internet auction company. Like eBay, Half.com attempts to match buyers and sellers in a vast flea market featuring millions of products ranging from trading cards to camcorders. But unlike eBay, there’s no bidding. Half.com lists items only at fixed price and it’s yours. The other big difference with eBay is that for most of the products listed on Half.com, there’s no way for buyers and sellers to interact directly. Usually there’s no need to. To make a purchase, buyers use their credit cards or checking accounts to pay Half.com, which then automatically credits amount to the seller’s card or account- minus a transaction fee. Once the payment is made, the seller ships the product. However, things can go wrong. A purchased item doesn’t arrive, or isn’t in the condition the buyer expected. Or maybe an interesting product is listed but its description isn’t clear. And that’s where Mr. Ryan and his colleagues come...
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... We used the software to create a model to provide information about employee utilization and average customer wait times that can be used by bank managers and human resources. Bank managers and HR can use the information provided by the model to find a combination of employees that improves their efficiency while also cutting down customer wait times, and overall improves the efficiency of bank operations. In our first simulation we used a combination of 4 tellers, 2 loan agents, and 2 customer service representatives. Two key statistics we were evaluating during the simulation were utilization and average wait time. Utilization is simply how often an employee is working during their shift, with 1 being the highest possible outcome and being equivalent to working 100% of the time. The average wait time is the average number of minutes a customer waits in line before being served. With 4 tellers the utilization for that section of the bank was .682 and the average wait was .726. In my opinion both of these numbers are low. When an employee is on the clock they should really only have about 10% down time, and in this scenario each of the tellers spent about 32% of their time doing nothing. Customers had to wait less than a minute to be served, which is great, but if a person walks into a bank I think they’d still be satisfied with a longer wait. Two loan agents had a utilization of .726 and an average wait of 6.646 minutes. Once again the employees had too much down...
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...What is Customer Service? (And why is it important?) Wikipedia will tell you that customer service is “the provision of service to customers before, during, and after a purchase.” And Business dictionary will tell you that it’s “All interactions between a customer and a product provider at the time of sale, and thereafter.” But what is it really? And why is it important to you as a fast-growing business? Customer service is every interaction with a customer. Customer service started out as help offered at a desk at the back of a department store, and evolved with the invention of the telephone. In today’s hyper connected world, customer service is more than just the helpdesk agent that answers your questions when you call an 800 number for help. It’s grown to encompass every interaction that a customer has with a brand. It includes phone, email, chat, web forms, and social communications, as well as self-service support sites. And it happens before, during, and after a sale. Awesome support is critical for small businesses. In a world where small businesses need to do more than just sell products—they also want to build relationships—customer service is a key part of the promise that your brand makes to a customer. It’s more than just providing answers. It’s helping customers even when they don’t know they need help. It’s teaching them how to do more with your products. It starts with a smile and a friendly word, and finishes with sharing your expertise—even when...
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... [pic] More customers, more profit with Nabropure water [pic] Profitability Nabropure offers you a chance to be part of the profit making 97 commission agents. Nabropure is associated with huge monthly commissions and the existing agents do not fund installation fees. Installation and advertisement of Nabropure water is done by the company hence saving you any additional costs. This is because Nabropure concentrates on the empowerment of its agents towards profitability. Apart from selling Nabropure water, you will be allowed to sell bottles and caps. This is additional income because very many customers want branded water bottles and caps. Nabropure Company has distinctive services. It is the only company that ensures that agents are given maximum installation services. Installation includes maintenance and readily available technicians who are qualified to attend to any existing emergencies. Our commissions are among the highest that any agent is paid by vending companies. In order to ensure that agents realize their products, the company has been involved in a buying out process of small vendors who could not maintain their vending machines. Nabropure’s mission has always been to ensure that it has one of the best maintained and serviced machines within the vending business. The company realizes that cleanliness is a major concern in the consumption of water. The company ensures that its agents get more customers through extensive advertisement...
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...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 has to wait to receive service, * The time it takes an agent to provide the service and * Value and relevance of the service that the customer has received. The proposed changes in this document concentrate on the opportunities for call centers to reduce the time that is needed to provide service to the customer once the customer gets connected to an agent, and specific measures...
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...job security, for businesspersons and families alike, the tourism industry has had to truly redefine itself and adapt to continue to be sustainable. Travel and lodging has become more than a small room, an uncomfortable bed, continental breakfast, and a free morning paper that it once was. Now, clients seek personalized service, lavish design, and a unique ambiance wrapped up into an affordable package and a uniquely tailored experience. Travel agencies are beginning to face rash decisions with their outdated marketing campaigns, untrendy travel destination partnerships, and ultimately losing clientele because they can no longer do the one, single-handedly simple thing that all travelers wish for: being heard and having their individual wants and needs met without hesitation. Although it may seem as if there are no adequate travel agencies to turn to that can and will meet all needs and wants of the everyday traveler, there is indeed one agency that will not let its clientele down: introducing Stay True Travel (STT). Mission Stay True Travel focuses on uniquely tailoring travel experiences for businesspersons and families alike with one-to-one service and competitive discounts, which utilize our wide array of partnerships with boutique and luxury accommodations across the United States to ensure each stay is Staying True to You™. Vision STT seeks to become...
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...6 DOING MORE WITH LESS IN CUSTOMER SERVICE: Strategies and Best Practices Kana PAGE 7 HOW TO MAKE EVERY CUSTOMER CONVERSATION INTELLIGENT Oracle PAGE 8 TRANSFORMING SERVICE IN THE AGE OF THE CUSTOMER Verint PAGE 9 THE POWER OF WHY Astute Solutions PAGE 10 ENSURING CONSISTENT, ACCURATE AND TIMELY INFORMATION DELIVERY ACROSS ALL CHANNELS SYKES PAGE 11 INSIGHT TO CUSTOMER LOYALTY Using Customer Support to Observe Customers in Motion Convergys PAGE 12 LISTENING TO CUSTOMERS AND PROFITING FROM THEIR ADVICE Best Practices in VPI Voice Print Int’l PAGE 13 Contact Center FIVE PROVEN WAYS TO PROACTIVELY DELIVER AN EXCEPTIONAL CUSTOMER EXPERIENCE SOLUTIONS Produced by: CRM Media, LLC Autonomy etalk PAGE 14 UNSTRUCTURED AND UNDISCOVERED: Enabling the Intelligent Contact Center to Tap into a Hidden Wealth of Information 2 April 2007 Sponsored Content CRM magazine Best Practices Series: Contact Centers... The Heart (and Eyes and Ears) of CRM Multichannel contact centers are at the heart of one of the most exciting transformations in the way organizations communicate with their customers. It is this collaboration between people, process, and technology that promises to bring the best customer service to users, while enabling a crucial feedback channel to host organizations. We’re all familiar with the reasons why superior customer service is critical to retaining customers, improving satisfaction, and...
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...An eGain White Paper Customer Support Megatrends and Next Practices 2010 Update © 2010 eGain Communications Corporation. All rights reserved. “May you live in interesting times!” The popular Chinese saying invokes both a blessing and a curse—depending on what you make of it. These are interesting times for customer support executives. As the rise of the Internet (and now, mobile Internet) and social networks collide with forces of globalization, support organizations find themselves in the eye of the storm. They are buffeted by powerful winds of change, ranging from the dramatic migration of most phone business to the Web to the high-profile outsourcing of agent positions to low-cost countries. To add to it, CxOs are redefining expectations from their service and support operations as they seek to build competitive advantage through distinctive customer service. This white paper discusses the eight megatrends transforming customer support organizations today. Resistance is futile. Taking a passive stance is like trying to ignore a tsunami. Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. So what are these megatrends? Megatrend 1: Customer is royalty; her wish must be your command Megatrend 2: Change is the only constant with mergers, acquisitions, consolidation, outsourcing, and offshoring Megatrend 3: Your agents need 20 pound megabrains...
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...The Business Context The call centre of the Eastern Medical Faculty Foundation, hereafter referred to as EMFF, provides a competitive advantage to the Internal Medicine Department of the Chicago School of Medicine through the delivery of efficient and high quality service to patients. Treating patients generates revenue the Internal Medicine Department and contributes to investments in research in the highly competitive healthcare sector. Unfortunately, declining customer satisfaction, as evidenced in a growing number of customer complaints, suggests the quality of service is deteriorating and threatens the very competitive advantage of the EMFF. Problem Description Laura Jones, supervisor of the call centre, seeks to remedy operational deficiencies. Laura suspects the call centre suffers from insufficient capacity and/or scheduling problems. The call centre faces high employee turnover, which is consistent with the industry norm. As a result most customer care representatives (CCRs) have limited experience. Only two CCRs have over two years experience while the remaining seven have worked at the centre for less than one year. While new CCRs are given standard training they lack incentives linked to key performance indicators. Compounding the problem is the increasing number of duties assigned to CCRs, including; scheduling patients, translating, handling queries, providing advice on first aid, and to performing administrative duties. Time spent on translation and...
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...Executive Summary This Change action plan focus on taking the existing level of customer satisfaction to next level of UK leading telecom company. The organization provides its customer facility of making cheap, both national and international, calls through pre paid calling card services by providing residential services. The organization customer services department is located in India which deals with the customer issues via email support process. Since, the time market was hit by recession, the company has started losing its customers to their competitors despite, providing good cheap call rates in comparison to the other organization. Market analysis result indicated that the major reason for losing the customer base is that customer are slowly getting dissatisfaction with service offered by the customer services department working methodology. The customer services department of the organization takes more times to resolve the customer issue in comparison to other companies. Reason why the competitor companies offering the resolution to customer issues in less time because they resolve the customer issues over phone. Therefore, if voice based process is introduced in addition to existing web based support might help the organization to retain their customer resulting in customer satisfaction will improve further leading to generation of more revenues. Since the organization’s customer services are outsourced to India location, therefore the required technologies such software...
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...AT&T in order to still be in business. AT&T has a corporate perks site for employees to purchase goods and discounted rates. Also, AT&T offers a 6% match of your 401K, which is a great reason to seek employment with the company. Due to the merge, a lot of employees lost their jobs due to a non-need of these employees with the AT&T organization. A lot of these employees that came from Bellsouth, etc. were asked to take pay cuts or relocate in order to keep their jobs. This was a huge cost-cutting move which has now led to an increase in jobs and the development of new products. Currently, I am a technical support representative for u-verse operations in San Antonio, Texas. As a technical support representative, we assist customers and technicians with solving complex issues with tv, internet, and voice over IP concerns. We also help corresponding departments such as billing, sales and retention with technical support answers that they may not be able to provide for...
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...I Welcome To Telemarketing.com Telemarketing ServicesYou’ve come to the right place for Telemarketing and Telesales Services. Our goal is to provide you with the information you need to conduct successful inbound and outbound telemarketing programs.We are now part of AnswerNet, one of the US leading Inbound and Outbound Telemarketing and outsourced teleservices firms so you can be sure that your telemarketing needs are handled with the utmost professionalism and care. | | | So why should you do telemarketing? Telemarketing is the most popular, dynamic, flexible and effective marketing and communications technique available. To get started, select the business situation & solution that best fits your needs: * Small Business Telemarketing Services – Telemarketing services tailored for the small business, startup business or the smaller budget. Learn more... * Business Telemarketing Services – Telemarketing services tailored for the mid-sized business or any business looking to implement full service telemarketing solutions. Learn more... * Enterprise Level Telemarketing and TeleSales Services – Advanced Telemarketing & Telesales services for larger businesses or corporations looking for more complex telemarketing and telesales solutions - up to the outsourcing of your inside sales or customer care teams. Learn more... Inbound Telemarketing Publish, display and mention your phone numbers in catalogs, direct mail, emails, faxes, print ads, on websites...
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...Organizational Structure Employee Benefits Medical The Zappos Family offers a preferred provider organization (PPO) medical plan, large provider network, and no money out-of-pocket for certain medical expenses! Some highlights of the plan are listed below: • No deductible for in-network utilization. • All eligible primary, routine, and preventative care covered at 100 percent. Dental Delta Dental PPO Our dental plan covers 2 free exams per year and 3 free cleanings. You will have a $2000 plan maximum per year to cover basic and major services. We also provide an adult orthodontia benefit. Vision Superior Vision We offer two types of vision plans: a base plan and a buy-up plan. The base vision plan provides you with everything you need to keep your eyes healthy! The buy-up plan is intended for eyeglass/contact lens lovers because it has an increased allowable for just a few dollars more per paycheck. Life Insurance Hartford The Zappos Family offers life insurance and accident insurance. For both plans, your benefit is 1x your annual salary. Fitness • On-site Fitness Center, open 24/7 with cardio equipment, weight machines and free weights. • Regular on-site wellness calendar featuring fitness classes, financial awareness classes, and nutritional/general health classes several times per month. • Endurance Event Reimbursement Program - 100 percent reimbursement of entry fee into eligible endurance events. • Company sponsored fitness challenges...
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