The Call Centre and Tengo Ltd. Essay

2957 Words Mar 31st, 2013 12 Pages
TABLE OF CONTENT

INTRODUCTION……………………………………………………………… 03
POOR CUSTOMER QUALITY……………………………………………… 03
HIGH LABOR TURNOVER IN THE CALL CENTRE…………………….. 04
REMEDY “TURNOVER”…………………………………………………….. 05
IS TURNOVER LIKELY TO BE UNIVERSALLY DYSFUNCTIONAL?... 06
CONCLUSION………………………………………………………………… 07
RECOMMENDATIONS………………………………………………………. 08
REFERENCES………………………………………………………………… 12

INTRODUCTION:
The main objective that focus on this report is to analysis the “employee perspective issues” that are mainly concerning and involving the employees who are contribute to the poor services quality of the Tengo Ltd. The report is mainly focusing some key areas that are including some key suggestions and it may be overcome the direct and indirect
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For the reason of restructuring employees are always stressful and their service quality fall down. The restructuring process mainly detached the job rotation which is the key area to develop the employee ability and get equal advantages of service quality as well as job satisfaction.

Frenkel et al. (1999) describe that, the great job satisfaction is being connected by the end appearance of the work. This categorization can be useful where complaint management, for illustration, is expected to stick to the previous, even as the technical help is being possible to be related with concluding. In addition the beginning of differentiation and the task spelization between units can also be talk about comparative to low satisfaction, required multiplicity and boredom as achievable “push” factors. The additional issue apprehensions terms and conditions of worker at Tengo and it seems that better Tengo and call centre’s (other than pay) existing at other close by call centers. The restructuring and content of morale is too likely to be important.

Tengo’s payment method is higher than others call centre. However the work environment is not friendly that’s why employees are discouraged and dissatisfied with their job. The less favorable facilitates includes work longer shift comparing nearby call center’s employees, employees are received few holidays and very few opportunity for training and development. Only payment is not the key criteria to
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