I would choose Sitel a large multinational call center, CPU2 a small call center and Arvato a multinational multi divisional company starting a call center section. The base employees, or representatives, do very similar tasks such as answering phones and taking customers’ orders. The main differences for base level employees are how many different clients each company expects the single agent to represent. CPU2 has an agent represent 5-10 different small companies selling similar products. Sitel has their employees represent one company but up to four different departments at maximum. Arvato the largest background corporation has their employees represent one company and one department of that company. As you rise through the ranks, the smaller company has its first level managers do a multitude of tasks such as quality control and statistic reports and coaching. As the company’s size grows, there are more positions available to specialize in each of those roles and make each role more efficient help solely by one department instead of one individual running multiple tasks and doing a mediocre job of each type of task.
Dependent on the size of the company the employees can either multitask in their jobs or specialize. Sitel Utilized their base people by starting a program to work towards management called coach track. It was a way for an individual to learn the ins and outs of how they wanted their management to be. This also freed up the time of the management by having the coach track employees do the onerous tasks.
The input operations of each company was the actual taking of phone calls and using a system on a network based computer connected to the main hub to access the data on its customers. Both Sitel and Arvato use a portal program called Citrix to keep their information secure. Since CPU2 was smaller, it had a hub in its building and a warehouse to send out orders from the same location. The output of each company was... [continues]
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