Recommendation Report
HRM 552
University of Phoenix
February 19, 2013 Christella Navedo, PhD, PMP

Customer Service Call Centers Service cannot be bought by an organization nor will it be found in the mission statement. Customer service is a trait that must be imbedded into the culture of an organization and the installation of this critical element is carried out by management. An organization which excels in customer service is headed by strong leadership .A good leader is someone who can outsmart, outplay and outlast competition. A call center is a centralized office of a company that answers incoming telephone calls from customers. A call center may be an office that makes outgoing telephone calls to customers by the means of telemarketing. Such an office may also responds to letters, faxes, e-mails and similar written correspondence (Chaet, 2013). The Job analysis is a process of determining and reporting pertinent information relating to the nature of a specific job. It is the determination of the tasks that comprise the job and the skills, knowledge, abilities, and responsibilities required of the holder for successful job performance. Put another way, job analysis is the process of determining, through observation and study, the pertinent information relating to the nature of a specific job. The job design is the process of structuring work and designating the specific work activities of an individual or group of individuals to achieve certain organizational objectives. Job design addresses the basic question of how the job is to be performed, who is to perform it, and where it is to be performed. Some of the Job duties, when combined with responsibilities, define a position. A group of positions that are identical with respect to their major tasks and responsibilities form a job. A group of similar jobs forms