Analysis of Call Center Essay

product/ service bundles to meet customer needs. How can they do this and how can

Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.

|Commercial |Providing good quality customer service will make the organisation successful and able to keep their |

1. Dello is a world-class PC company. Management believes that they understand their products and customers better than any outsourcing company; therefore Dello should provide customer service in-house. Ideally, Dello’s customer service department wants to handle all the customer phone calls. During peak hours, however, Dello receives so many customer calls that they ask an outsourcing company, Telemate, to help handle incoming calls. Dello’s switchboard system is programmed in the following way; A customer calls Dello at its 1-800 number. If there are 14 or less callers in the system waiting to speak with one of the customer service representatives, then the call stays within Dello’s system and the customer

Small businesses rely on network connectivity for communications. With the advancement in Voice Over Internet Protocol (VOIP), many businesses are using the internet to save on phone costs. Additionally, it is common for a business to have an in-house communications system. Take some installations in the Air Force for example; they use an Instant Messaging (IM) service for member-member contact. Many times, it is easier to reach

Also an analog one-line back up phone should be placed on each desk for maintenance reasons or if for some reason the ACD (automatic all dialer) system goes off line agents can still accept calls. All call center agents will also use a laptop computer with dual monitors to all them to be flexible and have the ability to test wired and wireless issues a customer may have. Each agent will have a unique and secured user account. The only person who should be able to access an agent’s account is that agent. After the implementation of the call centers it is necessary to train the center managers on the systems that will be used in the call center. There will be a 3 day training class offered at a centralized location for the 3 call center managers and the assistant mangers.

It is important that you allow customers to voice their concerns as this shows that they are interested in what

Or, someone who is fortunately enough to reach the customer service representative directly may "bump" those who are waiting for a callback. As a result, some customers who become frustrated while waiting for the customer service representative to return their callr may call again and, reaching the representative directly, "jump" ahead in line. With a better phone system and one part time worker to help the customer service representative, the customer service representative can focus on serious complaints that involve off taste and illness and deal with them in timely manner more efficiently and effectively where many processes are involved starting from receiving

Organizational change has many concepts from wide changes to small changes that can affect a company. Introducing a new person into the company, changing mission statement, restructuring, and even adding stock options are examples of organizational changes. According to Spector it is important to understand, analyze the dynamic of change, and requirements of effective change implementation. Successful changes requires management to explore many drivers of change. Strategic responsiveness occurs when external factors affects the company for example, government regulation, new competition, and economic changes. In response to these events an organizational change is necessary to create and

Organizational change is often used to improve all or part of an organization, such as a process. Organizational change may occur as the organization changes its strategy for success or when there were decisions made to change the entire environment that the organization is currently functioning under (Cawsey, Deszca, & Ingols, 2011). Change can also occur as the organization evolves while moving through life cycles. In order for organizations to grow and develop, there must be change at various stages of this process.

Incremental changes will offer improvement initiatives and will provide various openings to make assessment, adjustments, redesigning, and reprioritizing as it progress with the process.

Transferred to Wrong Person – This may happen due to a system fault or a technical fault with a phone involved in the transfer, other possibility is the original person to transfer was new and so may have made a mistake. Explain to the person that unfortunately they have been transferred to the wrong person, it may not necessarily be the incorrect department just wrong person. Apologise to customer, explain the problem, if you can help continue to

On the idea of customer service in the online world, trying to reach someone by phone is no longer the

VoIP is a relatively new technology and so the benefits are just beginning to be realized. VoIP technology has the ability to completely change the telephone industry as we know it. Big changes are in store for the way we use telephones and this section will address some of the changes to expect. Obstacles still stand in the way of progression and there are problems that need to be addressed before this technology can take over.

Over the past decades, organizational changes have become recurrent. It then became decisive for managers to perfectly understand this phenomenon in order to lead organizations to efficiency.