Call Center

Good Essays
Call Center
Deron Koontz
Group Behavior in Organizations MGT 415
Professor Charles Orgbon
May 14, 2012
Call Center
The organization I have chosen to research is a call center. I have been hired to provide recommendations that would help improve group productivity in the organization. The president of the organization has asked me to research a few different aspects of the groups and how it will affect overall productivity. These include, but are not limited to: call volume and staffing issues, average time of each call, average work time after each call, and the allocation of vacation time. I will be researching a call center that has 50-75 employees and has a work schedule from 6am to 6pm, Monday thru Friday and is closed for major holidays. The focus will be on role and intergroup conflict within the groups, lack of cohesiveness with diverse members, and communication problems among group members.
Call centers all have members that are very culturally diverse. They come from different backgrounds, have a difference in age and each and every member has their own beliefs. Communication problems can arise because of these differences. When you work in cubicles next to each other, things are said that may offend some people or someone may be playing music that another member doesn’t care for. The goal for management is to try and limit conflict as much as possible while keeping the company goals in mind. Also, for the group to succeed and be productive there needs to be cohesion among group members, meaning that they can successfully work together. Management may need to make seating adjustments to limit some of these conflicts. Having clear-cut rules such as what music is acceptable and what is deemed appropriate work topics of conversation could be very helpful in lessening some of the conflicts that may arise. Also, having cultural training for associates to better understand differences between coworkers can aid in giving

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