The Call Centre and Tengo Ltd.

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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 difficulties that effect employees on their job. Using organizational theories and analyzing the employee’s attitude to justify the information that they provides and forecast some solution as well as recommendations moreover the whole report is mainly based on employee job satisfaction and dissatisfaction, absenteeism and lacks of involvement with job, turnover of the employees which HR strategies are expected to improve relations of employees. The main objectives that focus on this report, how Tengo Ltd can improving their work environment moreover to reduce employees dissatisfaction which get better work performance in the organization. .At the end of the report, there are some detailed recommendations with possible solution will include. The recommendation mainly based on how Tengo Ltd can deal with the upcoming challenges.

POOR CUSTOMER QUALITY:
In actual fact, Tengo’s poor customer quality can be endorsed the problems of people and the whole process. The new computerized system which required standardizing customer service, develop the management capability to monitor the service quality of Tengo and accelerate the response times is not provide the desired result. Also customer dissatisfaction indicates that the quality of service is not appears a function of workplace technology. The resolution of the poor customer service is supplementary promising to arrange in the organization of work. The main impact comes from the restructuring process and in particular way the inflexible severance between units and the awareness of workers in exact areas of customer service. This process mainly removed the job rotation which is expected to show the approach to develop equal advantages of service quality and job satisfaction. High turnover rate in the customer complaints department mainly indicates a lack of essential job satisfaction in the workplace. However this fact is directly related with the employee’s attitudes towards their job. In addition, the growing labor turnover rate at Tengo’s is indicating unconstructive impacts on service quality as well as the new trained workers are replaced with skilled employees. The restructuring process and the job loss are mainly liable to have employee confidence and moral that might be measured to represent the abuse of psychosomatic agreement with a consequent impact on the expression of flexible behavior.

HIGH LABOR TURNOVER IN THE CALL CENTRE:

For analyzing the labor turnover two themes are included at the beginning stage. Firstly the nature of call centre work and the second theme is the work and management at Tengo Ltd.

Thaler and Carter (1999) said that, the use of call centre and development criteria are to handle different characteristics of customer relationship management maintains to grow quickly. Mainly the call centre provides both customer service and opportunities of sales to the public.

The main considerable issue whether the call centre works is naturally dissatisfying and the lack of diplomacy (means lack of control) and the management performances are liable to be connected with poor employee relation.

Slater (1999) noted that, the call centre employees get very little respect from their superior. For that reason they...
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