The Journey Of William As An Inbound Call Centre Agent Working For Travelink Solutions Canada

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Executive Summary The case study document the journey of William as an inbound call centre agent working for Travelink Solutions Canada, which is a service company providing travel assistance to national and international travellers on a 24/7 basis. William was hired after a very stressful and rigorous selection process. The training lasted one month which he completed with flying colours. The work began well and William found the working environment very friendly and helpful. Luther and Marie, the two trainers were always available to answers doubts. He also got assistance from Yolanda, who was a senior associate. William found the working environment very friendly and helpful He started noticing changes after about five months of…show more content…
5 Analysis of Issues ……………………….……….. 5 Challenge of organizational redesign ……………………………….. 7 Recommendation and Action Plans…………………………………. 8 References ………………………………….. 11 Introduction Travelink Solutions currently faces a lot of challenges and is incongruent with its external environment. The first step to bring about a change is to understand what needs to be changed and how. The adoption of open system will allow Robert, to identify areas of misalignment and risk. It will help him understand the current standing of the organization and the course of action that needs to be undertaken for improvement. Management and Strategic Issues Performance Management The management suffered from lack of supervision. The supervisors were always busy with other pressing issues and were not available to supervise the work of the employees. For example, William never received any guidance for the drafts that he was preparing for “Datasmart” project. The performance appraisal of the employees was long overdue.1 Low Employee commitment The employees lack commitment towards the company. There was high turnover rate all through the year. Four of the

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