TECHNOLOGY - MANAGEMENT

Improve and Control Phase in Call Center

Improve and Control Phase

Improve Phase

The Company that is being discussed in this assignment is a call centre with a primary mission is to provide quality services to its customer and for that it need to improve the quality of its employees and also improve the system overall process so for that the management has identified certain solution that are discussed below

Communication Training

The type of business that a Call centre engages in is entirely dependent upon the way the employees of the company communicate with their customers which means that the verbal communication skills of the employees is tested every time a customer makes a contact, therefore it was decide by the management of the company that they will provide improved communication training to all the employees of the company with the major aim to improve quality of the employees verbal skill, in this training the emphasis will be to enhance the command over English, improvement in the conversation skill of the people, improvement in the general behaviour of the people working in the office ( Wilson, P, 2008)

Skill Training

People working in the Call centre must posses multiple skills such as verbal and written communication skills, basic Computer skills, problem solving skills, leadership skills, must be able to provide positive attitude at difficult situations, must be aware of its responsibilities , ability to work as a team members and others so that they can able to learn and grow, therefore the management decided the they will provide its people the relevant training of all these skills but the major emphasis will be on the training of computer skills because the field of computers is growing daily with constant induction of new softwares therefore the management will make it ensure that they provide training of all the relevant software to their people.( Wilson, P, 2008)

Schedule Management

Call Centre is a business that deal around all over the world therefore the work load is unpredictable which asserts that work can come from any part of the world and at any time, therefore proper management of employee schedule is extremely important normally it has been observed that the peak time of call centre starts around 9-12 so it obvious that at that particular time period work force will be required, normally most Call centre works in shifts basis so it becomes more difficult to manage the employee time therefore it is essential for the management to make proper planning of employee timing, work load, sharing of pc, proper evaluation and providing flexibility, in order to deal with all the steps proper hiring is necessary therefore it is the key responsibility of the management to hire required work force at required time

Payment Extension

Another important aspect of schedule management in the Call centre business is to ensure that the payment that is being made to the employees in term of the Salaries, Bonus, Appraisal are all generated to automated process which means that people working the call centre ...