...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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...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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...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 the other hand, technological level could also refer to services. It is possible that a foreign country could 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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...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 with your colleagues in order to make your job easier. The work...
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...COVER PAGE 1. Student Name: Ruth Taylor 2. Professor Name: Professor 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...
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...Effective communication is the key for a company to be successful. A company’s ability to communicate both 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...
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...globalization has shifted the manufacturers of textile and apparel to many different parts of the world in search for cheaper labor and maximization of profits. Trade liberalization also means that the world can be your market, and that everyone can be your competitor. We examine the current state of the Philippine textile industry in this context, and the role that technology plays in an industry that is struggling to survive in the face of stifling competition. The Philippines textile industry has suffered steady decline in the past several decades despite starting out strong in its early stages. This study aims to explore the potential for growth of the Philippine’s textile industry given a boost in more advanced technology and innovation. The author focuses on technology because this is the one thing that other countries have already adopted, and with which the Philippines has still yet to fully embrace, partly due to lack of funding and government support. This study will look at the Philippine textile industry’s production output from the year 2000-2010, and aims to establish a relationship between the production volume and the number of patents awarded to innovators within the Philippines, which will be used as a measure of the country’s technological advancement. This research used regression analysis and utilized the Auto Correlation and Ordinary Least Squares Method. The findings show that the patents data may not be a reliable measure of technological advancement, as the results...
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...Economic Status of the Philippines Economic Status of the Philippines Where exactly do the Philippines stand in terms of their economic situation? The Philippines face many challenges as a country but it is these three reasons that the Aquino administration must face to improve the country’s economic crisis. Lack of jobs, over-dependence on global economy and misplaced Fiscal Austerity are the biggest challenges the Philippines is facing. This paper will attempt to look at three possible challenges posed to growth and real development of the economy in 2012, based upon the insights provided by the economic policy-making and decisions by the Aquino administration in 2011. The Republic of the Philippines is located in Southeast Asia and Manila is its capital city. The country comprises 7,107 islands and ranks as the 12th most populous country in the world. Like most other Southeast Asian regions, the Philippines too have a history of European colonization. It was a colony of Spain and the USA. The country is now home to multiple cultures and traditional ethnicity. It is also looked upon as a perfect example of a 'mixed economy'. Industrialization is a new development in the Philippines. Traditionally, the economy stabilized on the agrarian contributions and the manufacture of garments, pharmaceutical products and semiconductors. In the last decade, electronic exports added to the exports, including various products obtained by mining. The economy of the nation also...
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...Background. Padini began as a backend operation in Malaysia’s apparel industry, manufacturing, trading and supplying garments to order for retailers and distributors. It has entered the new millennium as a major force in Malaysia’s multibillion textile and garment industry, a brand leader involved in the distribution and retail of its own fashionlabels through 190 freestanding stores, franchise and consignment counters. Padini labels proudly carry the Made in Malaysia stamp abroad in Bahrain, Brunei, Cambodia, Egypt, Indonesia, Kuwait, Morocco, Myanmar, Oman, Pakistan, Philippines, Qatar, Saudi Arabia, Syria, Thailand and United Arab Emirates. Padini address various type of fashion for all gender and all ages. They have ten distinct brand which is Padini, Seed, Padini Authentics, PDI, P&Co, Vincci, Vincci Accessories, Tizio, Miki Kids and Brands OutletPadini, Seed, Padini Authentics, PDI, P&Co, Vincci, Vincci Accessories, Tizio, Miki Kids and Brands Outlet. Each of these labels represents a particular fashion philosophy and encompasses a comprehensive range of products that fit into our targeted consumer’s universe. The vision of the Padini Group is to be the best fashion company ever. They aspire to be a global leader in the fashion and retail industry with the highest standards in design, manufacturing, quality, customer service, branding and innovation. As a creatively driven and design oriented group, they want to create fashion consciousness that is stylish yet...
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...Case Study: ARMOUR GARMENTS COMPANY BACKGROUND OF THE CASE The Armour Garments Corp. (AGC) was established in 1954 in the Philippines as a manufacturer of high quality undershirts. It had two popular brands, namely: “Armour” and “Marca Troca”. The company started out by copying popular styles and designs from Hongkong. The first ten years was quite profitable. The company grew from 25 workers in 1954 to about 250 workers in 1967. The company sells all of its products to wholesalers in Divisoria who distribute the product all over the country. The products are manufactured in white color only and are generally of superior quality being twice more durable than other brands in the market. Undershirts are worn as a matter of habit to avoid the direct contact of users polo shirts with the body. Product sales is seasonal. Business usually peaks twice a year: in June, with the opening of classes and in December, with the Christmas rush. In the mid 60’s more and more undershirt factories opened. The company faced serious threats in its operation since the Divisoria middlemen were not loyal to brands. All along, AGC was banking on its institutional pride and goodwill being the pioneer in the industry. While sales of the company did not decrease, it also did not substantially increase with the growth of the population. However, this did not bother management since the cash flow was good. No major investments were made during the period. It was business as usual so to speak....
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...University Linkages INTRODUCTION The Bataan Peninsula State University - Industry Consortia was institutionalized since the first year of offering of the College of Industrial Technology program by the year 1975-1976 up to present with a vision to recognize as the leading provider of motivated, practical, technically motivated, globally competitive and spirited Filipino workers. One of the key function as an eminent college is to bridge the gap between academic and industry to make CIT more relevant for the industry and the global community which also brought mutual benefits between and among them in terms of faculty, staff and student exchange, research activities and other important collaborative programs and benefits. The University has been known in the Philippines and even in other countries for its quality academic programs, researches, projects and technologies. . A pre-requisite for any such effort is to bond with industry. Keeping this in view, CIT has set the following two goals to systemize efforts. The Bataan Peninsula State University (BPSU) with the cooperative efforts of its six (6) campuses continued to reinforce its consortia and linkages with national/local and international agencies and institutions which brought mutual benefits between and among them in terms of The College of Industrial Technology (CIT) faculty members in particular are tapped as TESDA assessors, consultants, trainers, OBJECTIVES To meet the University’s...
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...The Economy of the Philippines and Its Neighbors: Indonesia and Malaysia By Larry Gulley In Partial Fulfillment of Requirements for MGMT 220: Individual Project 3 AIU June 30, 2012 Abstract The economy of the Philippines, as well as that of its neighbors, Indonesia and Malaysia, has weathered some rough patches. This area of the world has not lived up to its potential in spite of its naturally rich resources. But they are showing improvement, especially Malaysia. These countries compete with tourism and the services area. They also have strengths in agriculture and manufacturing. Table of Contents Economy of the Philippines Speaker Notes……………………………………………...1 Introduction………………………………………………………………………………4 Economy of the Philippines…………………………………………………………....4 Economy of the Philippines 2012……………………………………………………..4 Philippines Economic Strengths………………………………………………………4 Economy of Indonesia………………………………………………………………….5 Economy of Indonesia 2012…………………………………………………………...5 Indonesia Economic Strengths………………………………………………………..5 Economy of Malaysia…………………………………………………………………...6 Economy of Malaysia 2012…………………………………………………………….6 Malaysia Economic Strengths…………………………………………………………6 Impacts of Economic Strengths………………………………………………………..7 Investing in the Philippines: Management Issues……………………………………7 Investing in the Philippines: Management Issues……………………………………8 Conclusion……………………………………………………………………………….8 References…………………………………………………………………………………..9 Economy...
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...Introduction The Ready made garments (RMG) sectors emerged in late 1970s. The first Garments Industry named “DESH” Garment which was established in 1979s. By 1980s about 800 factories. There was very good growth in the 1990s; about 3400 factories came into operation. Today more than 4600 units exporting more than $5 billion an contribute about 48 percent of ours national export earning, 9.5 percent of GDP. The total number of workforce employed in this sector is 1.8 million, which is half of the total industrial workforce of the country. Besides this, more than 15 million people work in related industries from button-making to truckers to Insurance underwriters. Almost 85 percent of garments workers are women and most of them have come from villages. After introduction of the Multi Fibers Agreement (MFA). ASIA has become the world’s foremost exporters. Initially production was concentrated in the East Asian countries like Korea, Hong Kong, Singapore, and Taiwan, but by the middle of the 1980s others Asians countries become major producers like Bangladesh, Cambodia, Nepal, Haiti, Laos Madagascan and Myanmar emerge as major exporters of garments manufactures. Bangladesh is a good example of a country who was benefited from quota restriction on the countries export under MFA & General System of preferences (GSP) introduced in 1971 gave Bangladesh general access to European Union (EU), Canada and USA markets. BGMEA members export all kinds of woven, knit and sweaters...
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