Desert Communications Call Center: Operational Changes
Desert Communications Call Center Operational Changes
The most important thing when implementing changes to a company is to come up with a good action plan. “A business without a viable action plan is like a ship without a rudder. Because business success requires staying on course toward a long-term goal, it 's essential to have a plan that you can follow,” (eHow.com, 2012). It ensures a company can implement successfully an action and monitoring plan. The action plan will determine how successful the changes will be introduced and implemented. In the case of Desert Communications Call Center, the company is trying to increase their profits for the company to stay afloat with the ever changing communication, technology market.
The ultimate goal of the action plan is to increase the profits of the Desert Communications Call Center. This should be done through limiting cost, shortening the process time, changing the way the product is conveyed to the customer, and the production cost.
Immediate Action Before the new changes there was no incentive for employees to see the additional services. This needs to change. By offering incentives it encourages the employees to be motivated and dedicated in selling the additional features and services. The employees need to sell the additional features and services to maximize the company’s profit. To accomplish these employees must be education on the new features and services that the company will be providing. All the employees should have access to the products and services, so that they can describe firsthand how beneficial they are. Next the company needs to offer the customer a satisfaction-based survey on his or her experience with the employees and with his or her new services and products. They can do this by e-mail or switching the customer over to another representative. Managers also need to be observing each employee’s dialogue, to make sure they are to the point. Employees need to be more efficient
The most important thing when implementing changes to a company is to come up with a good action plan. “A business without a viable action plan is like a ship without a rudder. Because business success requires staying on course toward a long-term goal, it 's essential to have a plan that you can follow,” (eHow.com, 2012). It ensures a company can implement successfully an action and monitoring plan. The action plan will determine how successful the changes will be introduced and implemented. In the case of Desert Communications Call Center, the company is trying to increase their profits for the company to stay afloat with the ever changing communication, technology market.
The ultimate goal of the action plan is to increase the profits of the Desert Communications Call Center. This should be done through limiting cost, shortening the process time, changing the way the product is conveyed to the customer, and the production cost.
Immediate Action Before the new changes there was no incentive for employees to see the additional services. This needs to change. By offering incentives it encourages the employees to be motivated and dedicated in selling the additional features and services. The employees need to sell the additional features and services to maximize the company’s profit. To accomplish these employees must be education on the new features and services that the company will be providing. All the employees should have access to the products and services, so that they can describe firsthand how beneficial they are. Next the company needs to offer the customer a satisfaction-based survey on his or her experience with the employees and with his or her new services and products. They can do this by e-mail or switching the customer over to another representative. Managers also need to be observing each employee’s dialogue, to make sure they are to the point. Employees need to be more efficient