...Recommendation Report HRM/552 May 30, 2016 Dr. Linda Ballard Recommendation Report My job here at ABC call-center is a newly acquired position here and my focus is on recommendations and restructuring the call center and the overall performance. In my new position I have many things to review and report on with recommendations for the call-center. It is important for me to review all of the call center aspects and report based on all of the factors that can make the call center as a whole more productive and better. At first glance the call center seems to be doing fine; however, the profit margin seems to be slowing and dwindling each reporting week. In first review of the numbers it would seem that the employees are not doing their job, but the numbers show that they are taking calls, doing work, and producing. There is something missing though, so we need to find out what is missing and how we can fix this in the reporting. In reviewing the employees, Henry is the employee who has been here the longest. He has been here with the company for 2 years. We want to speak with him and get his insight into the issues with the call-center and see what can be done from the employee stance to make the center more productive. Henry met with me today and we were able to get some very informative answers about issues that he feels are directly related to the issues at hand for the employees. Some of the concerns mentioned are: * Lack of proper Training * Employee...
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...Business Research Report Insurance Agency Expanding Into Call Center Selling. Assessment Code: RWT1 Student Name: John Doe Student ID: 000000000 Date: 01/01/0 Mentor Name: First Last Table of Contents Executive Summary.........................................................................................................................3 Introduction......................................................................................................................................4 Research Findings............................................................................................................................4 Five9....................................................................................................................................4 Velocify................................................................................................................................5 Google Apps For Business...................................................................................................6 Recommendations............................................................................................................................6 Conclusion.......................................................................................................................................6 References.......................................................................................................................................7 ...
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...March 2009 Sales and Marketing System in a Cloud Environment at FLAVOR SHAKES ltd. by Table of Content 1. Abstract 2. Company Overview 3. Discussion of business problem(s) 4. Name of the Company 5. Brief description of proposed solution 6. General benefits it will provide the company 7. Audience to whom you are presenting the recommendation(s) 8. References 1- ABSTRACT The world is changing daily and many companies are looking to develop ways to save on production and hardware. The idea of having a system called “the cloud” allows a company to store files away from the main server will help a company to store more and free space on the main server. Computer owners always try to speed up their systems and find secure location to store files and other media. The best recent technological advancement “cloud storage” is centralized, secure and accessible from anywhere in the world. A healthy computer system runs fast and without downtime. Cloud storage system just does that, it keeps company computers running with the least amount of downtime, faster and reliable. In this paper, Flavor Shakes Ltd., has issues with server space and need newer solutions of developing better service to its customers, vendors and facilities. I believe, after reading my research and conclusion, Flavor Shakes will benefit from its membership with a “cloud server space “ by boosting server speed and shipping products as promised...
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...Recommendation Report Viktor J. Molina HRM/552 December 23, 2013 Carol Jackett Recommendation Report The purpose of this report is to alert the management of the call center for determination of what can be done about the high turnover rate and customer satisfaction about products and information. This will include an analysis of the call center and a new job design to prevent high employee turnover, develop a new training program to educate employees, and understanding the differences between mentoring and executive coaching. Using an effective approach to organizational development based on situations. Finding different approaches to career developments for employees like promotions and benefits. Job Analysis and Design After a review of the calling center, the company is receiving too many complaints from customers about the information services from the call representatives. An analysis of job classification systems should be performed to discover what needs attention along with private interviews to develop a method of design and improve the representative’s performance (Hr-Guide.com, 1998). The HR will design, or rather develop, a new strategy to train its’ employees in a manner that addresses the problem concerning phone etiquette. New training will require executive coaching and mentoring of the proper understanding of what the company expects from its calling center representatives, what duties are to be performed, what leaderships is required, and how...
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...STUDY CONSUMER LOYALTY AND THE INFLUENCE OF THE CUSTOMER SERVICE CALL CENTER Prepared for Discover Financial Services Prepared by Shantel Seppala Far Horizons Research December 8, 2013 Shantel Seppala Far Horizons Research December 8, 2013 China Financial Operations Manager Discover Financial Services Re: Market Research Report for Discover Financial Services Dear Sir or Madam: I am submitting this letter on behalf of Far Horizons Research in relation to the market research report authorized by Discover Financial Services. The purpose of the report was to gather information relating to loyalty of Discover customers and their respective interactions with Discover’s customer service call center. A great deal of time, analysis, and thought went in to the preparation of this study and final report. Upon releasing this report, I, Shantel Seppala, would like to personally ensure that this report was prepared with the utmost accuracy and as efficiently and cost effectively as possible. It has been of the highest pleasure to prepare this report for Discover Financial Services. Far Horizons Research has taken a great interest in this topic and would be more than willing to conduct additional research to either further support this specific topic or conduct new research. Thank you very much for giving us the opportunity to prepare this report for Discover Financial Services Sincerely, Shantel Seppala Market...
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...Arabia. The fire was tragic, caused the death of 25 people and 127 injuries. The crisis grabbed media attention and different official entities in Saudi Arabia. This report will describe the situation and analyze the communication management of this crisis, how the ministry handled it, the communication effectiveness and some ethical issues. In addition, the report will provide some recommendations to handle such crisis. Situation Description Crisis Situation Overview The hospital in which the fire happened is located in the southwestern region of Saudi Arabia. That region has a low population number. The fire started early morning on Thursday, the 24th of December 2015. The tragedy is high, as 25 people died and 127 were injured. The numbers are big and that caused the incident to be considered as a national disaster. People in social media such as Tiwtter and Facebook started talking about the fire. Videos and pictures were spread around and people shared them. Some citizens volunteered to rescue people from the fire and help in evacuation. Initial response from the ministry was to acknowledge the fire incident. It stated also that the evacuation of children was successful and all children were rescued. A later announcement from the ministry is to assign a call center number for patients’ families to call and ask about patients’ situation. A TV interview with the general manager of health affairs in Jazan was conducted on the same day. The manager claimed that the building...
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...Consultancy Report Index Executive Summary....................................................................................................................................................1 Organisational Context ...............................................................................................................................................2 Social and Economic Contexts ...................................................................................................................................3 Theoretical Overview .................................................................................................................................................3 Methodology ..............................................................................................................................................................8 Data Sample ...........................................................................................................................................................8 Measures .................................................................................................................................................................9 Control Variables ...............................................................................................................................................9 Abusive Supervision (AS) ............................................................................................................
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...2. NAME (Last, First, Middle Initial) 3. SSN 6. LEAVE ADDRESS (Street, City, State, ZIP Code and Phone No.) 9. 4. RANK 7. TYPE OF LEAVE 8. ORGN, STATION, AND PHONE NO. EMERGENCY ORDINARY PERMISSIVE TDY OTHER NUMBER DAYS LEAVE a. ACCRUED b. REQUESTED 11. SIGNATURE OF REQUESTOR 5. DATE 10. c. ADVANCED d. EXCESS 12. SUPERVISOR RECOMMENDATION/SIGNATURE APPROVAL DISAPPROVAL DATES a. FROM b. TO 13. SIGNATURE AND TITLE OF APPROVING AUTHORITY 14. a. DATE b. TIME DEPARTURE c. NAME/TITLE/SIGNATURE OF DEPARTURE AUTHORITY 15. a. NUMBER DAYS b. DATE APPROVED c. NAME/TITLE/SIGNATURE OF APPROVAL AUTHORITY b. TIME c. NAME/TITLE/SIGNATURE OF RETURN AUTHORITY EXTENSION 16. RETURN a. DATE 17. REMARKS Chargeable leave is from to PART II - EMERGENCY LEAVE TRANSPORTATION AND TRAVEL 18. You are authorized to proceed on official travel in connection with emergency leave and upon completion of your leave and travel will return to home station (or location) designated by military orders. You are directed to report to the Aerial Port of Embarkation (APOE) for onward movement to the authorized international airport designated in your travel documents. All additional travel is chargeable to leave. Do not depart the installation without reservations or tickets for authorized space required transportation. File a no-pay travel voucher with a copy of your travel documents or boarding pass...
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...NETW600 Capstone Team E Week 7 Final Project Travel Agency Inc (TAI) RFP Response Table of Contents: Executive Summary 3 Background 3 Industry Trends and Projections Problem Definition 6 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...
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...Queuing (UQ) 5 Phone Calls (traditional ACD) Videophone Calls Email Web Calls (chat, voice, video, collaboration) • Interactive Voice and Video Response (IVR, IVVR) 6 • Interaction History 6 • Outbound Dialing 6 • Recording and Quality Monitoring 7 • Integration Capabilities 8 • Reporting 8 • Agent Interface 8 • Supervisor Interface 9 7. Advantages of CosmoCall Universe™ 9 8. Architecture Overview of CosmoCall Universe™ 11 9. Selected partners of CosmoCom™ 11 10. Different Awards won by CosmoCall Universe™ 11 11. Why did the company choose this system 13 12. How the system was implemented 14 13. Issues faced by Legato due to CosmoCall Universe™ 14 14. Recommendation for Legato 15 15. Conclusion 15 16. References 16 Introduction: Businesses are outsourcing their services to different corners of the globe these days in order to cut down on costs. Most foreign countries are outsourcing their services to countries where the minimum wage is low. India is recognized as one of the leading countries when it comes to the telemarketing industry, and has been able to generate profitable revenue. In the past few years a few companies have engaged themselves in building telemarketing industries and take advantage of the minimum wage as well. Legato Services Limited is the pioneer Call Centre as well as a Hosted Call Centre Service Provider and...
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...Information Services Data Outsourcing Analysis and Recommendation Executive Summary Smith’s Information Services is an information Services Company located in Lexington, Massachusetts. The company is a growing company with a good future outlook of growing the business. However, the company has growing costs connected to costs of running the data centers. The company has a goal to reduce overhead and possibly utilizing outside services to reach that goal. Smith’s Information Services goals falls within the typical outsourcing services offered by IT outsourcing companies (data center operations). The company’s assessment is that running a data center is getting cost prohibitive and that is backed up by studies done by the U.S. Department of Energy. Data Center Energy Analysis Data centers can consume up to 100 times more energy versus a regular office building. In addition, less that 15% of our energy consumption is being used towards the use of information technology equipment. The energy that data centers like ours are using has doubled from 2000 to 2006. That equates to 60 billion kilowatt hours per year. The projection says that number doubled again in 2011. The Environmental Protection Agency (EPA) prepared Figure 2 below to outline data center energy consumption from 2000 through 2006 with multiple scenarios depicting continued growth through 2011. Source: U.S Department of Energy, Data Center Energy Consumption Trends, Retrieved from http://www1...
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...Fallon Murray 8969 Fulton Ln. Cordova, TN 38016 901-846-3744 fmurray82@gmail.com 11/04/2013 Dear Human Resource Manager: This is with reference to a position posted on your website. I have enclosed my resume with this letter which will accentuate my experience and knowledge to perform this job efficiently. Along with my diploma in Human Resources Management from the Strayer University and extensive experience in this field, I have the potential to become the most important member of your HR Department. My skills and capabilities are strongly in line with the requirements stated in your job description. For instance, I am extremely proficient in processing and maintaining filing systems for all employees whom I deem is the most important function of an HR assistant. Besides, I am highly skilled in assisting the department with various HR related activities which include maintaining and updating organizational charts on a regular basis, updating the department’s information on the company website along with other HR programs including strategic planning activities and corporate recruiting. Furthermore, I take pride in my capability and experience in providing administrative support to the company’s business partners where required and assist with both the company’s compensation and appraisal programs. I understand the skill and discretion required in handling employees’ verification requests and competent enough in providing the same in a timely fashion. Most prominently...
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...Examination Paper : Semester II IIBM Institute of Business Management Examination Paper MM.100 Business Communication Section A: Objective Type (30 marks) This section consists of multiple choices and Short Notes type questions. Answer all the questions. Part one questions carry 1 mark each & Part Two questions carry 4 marks each. Part one: Multiple choices: 1. __________is an essential function of Business Organizations: a. Information b. Communication c. Power d. None of the above ANSWER: Communication 2. Physiological Barriers of listening are: a. Hearing impairment b. Physical conditions c. Prejudices d. All of the above ANSWER: All of the above 3. Which presentation tend to make you speak more quickly than usual: a. Electronic b. Oral c. Both ‘a’ and ‘b’ N d. None of the above ANSWER: Oral 4. What is the main function of Business Communication: a. Sincerity b. Positive language c. Persuasion d. Ethical standard ANSWER: Persuasion 5. The responsibilities of the office manager in a firm that produces electronics spares is: a. Everything in the office runs efficiently b. Furniture and other equipment in the office is adequate c. Processing all the incoming official mail and responding to some d. All of the above ANSWER:All of the above 6. Labov’s Storytelling Model based on: a. Communication through speech b. Language learning c. Group Discussions d. None of the above...
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...Recycling Committee secretary Subject: Greenings Corporation going Green—Implementing our recycling program [pic] Introductory Summary [pic] The following report is the findings of the recycling committee. In efforts to jump-start the program, we consulted with coworkers to gain insight about recycling. Yorel Demouchet, an IT tech, implemented a program and she shared how she did it. We also interviewed Freddie Lyons, a former Waste Management Recycling Specialist. Basically, both of them said the same thing with the exception that Mr. Lyons gave more in-depth details about recycling as oppose to Yorel’s hands on experience. The planning stage is fundamental they both said. The planning and motivating stages enhances succeed. With their advice and research, we decided that paper, computer/computer parts, and ink/toner cartridge are the items we will start collecting. Mr. John James, our new CEO, wants to quickly implement a recycling program to show corporate responsibility like other corporations. After we inform you of what is and is not recyclable, consideration before choosing items, items chosen to recycle, how items are sorted, collected, and transported we will explain the final stage, motivating. Accepting our recommendation is warranted by the merits that this plan offers. Implementing this plan will be quick, simple, and easy. Planning Stage First, research to find what items...
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...criteria and a high level description of a proposed portfolio management process. You may also be expected to make an informal presentation of the report in class. The proposal should be in the form of a memorandum to your Vice President (your instructor) outlining your proposal. The memorandum should be no more than 10 pages, including any figures and tables. It should be double-spaced, 10 or 12 point font with one-inch margins. This is a summary for an executive, so be concise, to the point, and leave out the fluff. If you don't need 10 pages to document your proposal fully, I am sure that your Vice President will be happy with less as long as it is complete. Using appropriate grammar, spelling, punctuation, and sentence structure will be part of your grade. The actual proposal should include the following: 1. A description of the proposed portfolio process. You are explaining it to the executives. 2. The reasons it was selected (tie to strategies as appropriate.) 3. A description of the proposed selection criteria. How will the process be applied in your SBU? 4. The method for applying the selection criteria, and the justification for both. How are you going to score the projects and evaluate the scores? Hints for a Successful Part 1: This is not a complete project proposal or even a complete status report. You...
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