Learning Team Reflection
In a business, government or private organization, an employee must be efficient and effective in order to accomplish the company goals and expectations. All companies that per sues high standards, the employees must be efficient and effective by control measures.
The types of control measures used to see how efficient and effective an employee is by observation, performance appraisal and reports. There a lot of ways to measure an employee’s performance in a call center: responsibility on the job, capabilities and abilities, and communication skills. A responsible employee must be on time at work, have discipline towards co-workers and, customers and be respectful. The capability is measured by observation and the ability of an employee’s potentials. The characteristic an employee must have to perform well at work is by responding with quantitative and qualitative reports and actions. Another skill of an employee must be communication skills. The employee must be task orientated in order to be able to help promote the company’s goal assuring the growth of the company. The sensation the employee transmits to the customer is the key to measure the efficient and effectiveness of the business. By transmitting a good sensation to the customer, this will give his the relief that his call will be taking care of in satisfactory or higher level.
There are many tools to measure a call center in order to evaluate it. “As a tool for monitoring and measuring organizational performance, benchmarking can be used to identify specific performance gaps and potential areas of improvement” (Robbins & Mary, 2013, p. 498). The benchmarking is a tool that helps organize the best practices to improve the company efficiency and effectiveness. It evaluates the differences and environments compare to other companies. That practice allows organizing a successful