MANAGING WORKFORCE

Finance Company Call Centre



Finance Company Call Centre

Introduction

The research indicated that the call centres are playing an important role for the respective companies as they listen customer queries and solve the customer problems. The work nature of the call centres is very different than the other jobs because the employees used to deal with customer on phone and need to solve their issues at the moment. The workload on call centre employees is usually high because usually there are large numbers of calls as compared number of call centre agents. It is often seen that the customers used to make call with useless purpose and also try to more time. (Boohene et.al, 2010, pp. 245). The report will focus on call centre of a financial company. The report will also highlight the key issues and problems of call centre agents. The report will cover issues that are related to management style, motivation, workforce diversity, team's formulation and effectiveness. This has been widely seen that the call centre employees used to divide in teams and work under the supervision of floor supervisor and team leaders. The report will also analyze the value of team leaders and supervisors for the call centre agents. The report will also provide an action plan to deal with issues along with recommendations.

Key Issues

There are number of issues in the finance call centre which are identified and description of each issue is given below:

Workforce Diversity

There are around 1300 employees in the call centres in which the 82 percent of the call centre workforce is comprised of women. This indicates that the workforce is not diversified. The researchers and theorists believes that the workforce diversity always lead to improvement in quality and quality of output. The lack of workforce diversity leads to make workplace with same ideas. As stated earlier, the greater portion of the workforce is comprised of women; the women have children of school going age. There is a big need of making the workforce diversified because the diversity brings different kinds of ideas to solve the problems (Mullins, 2010, pp. 30).

Management Style

The management style is very autocratic as the management has devised strict rules for the teams of call centre agents. These rules make the team leaders and supervisors ineffective in addressing the issues of the call centre agents. The team leaders and supervisors have no decision making power which directly affects the performance of the staff. The managerial decisions are so strict that even the supervisor is not supposed to make decision relating to the meetings and break timings. The management used to provide a schedule and order the call centre agents that they must follow the schedule (Mullins, 2010, pp. 30).

The decision of break timing must be in the hand of supervisor because they are directly managing the workforce and know that which time is more suitable for the break. The management has given a new building to the call centre employees which offer open plan ...