...Human Resource Research Paper Human Resource Management in a Call Center Instructor: Kathryn Taft Advanced Human Resources Management BADM 382 March 16th, 2005 Raymond Chow Executive Summary One of the growing yet toughest industries for human resource to manage is the call center. The call center industry has one of the highest turnover rates compared to other jobs due to its high level of stress and dullness. Retention starts with hiring the right person for the job. Human resource recruiters should look for applicants with these characteristics: self motivated, high tolerance for stress, positive attitude, good listening skills, good communication skills, ability to work as an individual and in a group, good problem solving skills, and enjoy helping customers. A good way to test out the applicants is to pre-screen telephone interviews to test out their phone skills. One of the most useful techniques that call centers use is the employee referral program. This program allows employees to recommend a friend, relative, or family member to the job and receive a cash prize if they pass the probation period. This technique tends to provide the new recruit with more realistic expectations and can provide a better cultural fit. Training and orientation is also important in human resource management in a call center. Training should include lots of role-play so employees can get comfortable talking to customers over the phone, learn to turn negative thoughts into positive ones...
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...international businesses generate. At Sage we believe that to offer an exceptional customer experience we must have a complete understanding of our customers’ needs and ensure we have specific and relevant solutions to meet these in the future. Call centers began in the Philippines as plain providers of email response and managing services, these have industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education, customer care, financial services, and online business-to-customer support, online business-to-business support. The Philippines is also considered as location of choice due to its less expensive operational and labor costs, as well as having a highly skilled labor force, proficiency in American-style English and idioms, and a constant stream of college-educated graduates entering the workforce. Philippines remain as a top BPO destination for the estimated $150-billion business process outsourcing industry. The management at Call Center Philippines has been working with outsourcing vendors for over ten years. (Retrieved from http://ccaponline.org/index.php=article&id=244:expanding-call-centers-in-davao-philippines&catid=96:industry-news&Itemid=283) “Call centers in Manila have been promising for so long to open call centers in Davao, but...
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...A call center managers can use the statistical report to measure the efficiency and effectiveness of an employee in the areas of response time and service level, number of calls per employee, first call resolution, and transfer rate. By using the statistical report, it will help show the relationship between their performance and the organization standards or goals and it is easier to visualize. It can also be utilized by the managers to take necessary corrective actions if needed. The response time and service level can be measured by the monitoring how many calls are answered within how many seconds and total number of calls in a day is being answered. It is important to monitor the total amount of calls but we must consider the number of calls an employee is answering and should be reported to ensure that individual employee is properly assessed. This will also show if the employees are answering them promptly and not just a handful is answering the calls. The first call resolution (FCR) measures the individuals’ ability to accomplish the task in one transaction and not transfer the call. Transfer rate indicates how many calls have been transferred to another party to be handled. Monitoring the number of calls being transferred can identify if there are any performance gaps and training if needed (Reynolds 2012). Reynolds, Penny (January 2012) The Top 20 Contact Center Metrics for 2012. Multichannel Merchant, Retrieved from...
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...abroad can bring the same quality of communication, expertise, and skills as American call center agents. Although the talent gap has widely decreased over the years, there are still some discrepancies between local and international talents. Differences in cultures, beliefs, work ethic and lifestyle are some factors that cause these discrepancies. Another key factor is the technological level. Can international counterparts bring the same technological advancements to producing a product or service? Manufacturing has been dominated by China due to the economies of scale. As a matter of fact, it would be very cost-effective for American manufacturers to outsource manufacturing in China due to massive development of the manufacturing industry. On the other hand, technological level could also refer to services. It is possible that a foreign country could have...
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...Communication Challenges & Strategies of Call Center Executives in Bangladesh BUS 251: Business Communication Prepared for: Mr. Khandoker Asef Safa Kabir Lecturer School of Business and Economics Prepared by: Name | ID# | Mahtab Hossain Khan | 1321135630 | Abhi Barua | 1410305630 | Rezwanul Islam | 1320502030 | Md Adeel Anjum | 1321311630 | Mohammed Ahsan ul Haque | 1320379030 | Section: 10 Summer 2016 North South University Acknowledgement First of all, we want to thank Almighty God to give us strength to work hard for preparing this report. The report is not only of our own hard works. There are many people who helped us a lot making this thing possible. Special thanks goes to Mr. Khandoker Asef Safa Kabir; without his co-operation and proper guideline, this report couldn’t become complete. We sincerely thank him for his tremendous support. A thanks goes to our course mates, family members, friends and relatives. Their unconditional support inspired us to go beyond our limit and to give our best preparing this report. Last but not the least, we thank those kind people who spent some of their precious time for participating our interview. Their co-operation helped us a lot to conduct the research and made our job very much comfortable. We sincerely thank these people and wish them all the very best. Letter of Transmittal July 30, 2016 Khandoker Asef Safa Kabir Lecturer, School of Business and Economics North South University...
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...you research on the company that you are applying for so that just in case they ask you a question that is similar to this, you know what to answer. You can say something like “I know that this is one of the top call center companies in the industry today and that working for this company will be a great honor.” You can also say things about the unique benefits being offered by the company and explain how these things can be beneficial to you. Question #3: What are your experiences in your previous call center job? You can give them a rundown on some of the things that you normally do at work. If you’re a technical support agent, you can probably talk about the type of support that you do. Customer support agents on the other hand can talk about the things that they do to assist their customers with regards to the products that they are offering. You don’t need to mention the particular account that you have worked for. Just give them an overview of the product in general and what type of services do you normally offer to help the customer resolve their issue. Question #4: Are you a team player and what do you think is the importance of having team work? You need to have good communication skills when working in a call center industry. It is important that you know how to interact with your colleagues in order to make your job easier. The work...
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...COVER PAGE 1. Student Name: Ruth Taylor 2. Professor Name: Professor Tolliver 3. Course Title: Total Quality Management 4. Class Date: 28 September 2011 5. Article Title: How to Put Quality Back in Call Center Customer Service: Potentials and Pitfalls 6. Author: Tony DeNucci 7. Source: Newspaper – Linked to document in ProQuest 8. Article Date: (Second Quarter 2011) 7-11 Article Summary 1. What is the topic of your article? How to put the Quality Back in Call Center Customer Service: Potentials and Pitfalls 2. List the details of what happened. This article explains what factors affect call center service quality and provides employers with criteria they can use to chart their call center's performance, identify strong and weak results, and get customer service back on track. The quality of the call centers customer service has been falling over the last decade, and many benefits practitioners, as well as their plan participants, have become resigned to the frustration or repeated, fruitless call for help and information. Receiving poor service can cause employees to undervalue their benefits, which leads to retention issues. A call center is about people, process, and technology. High-quality customer service balances those three elements by focusing on four key factors: * Complete training, with ongoing refreshers A high-quality call center, provides in-depth training that encourages CSRs to...
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...Effective communication is the key for a company to be successful. A company’s ability to communicate both oral and written to its employee and customer is paramount. Poor communication skills can lead a company down the road of poor performance and eventual failure. One basic reason an organization fails is because the company was unable to execute its business plan successfully. The doors will close when the organization eventually runs out of cash to operate. How did the company get to that point? In Eric Wagner’s article Five Reasons 8 out of 10 business fail he states. Reason #3: Failure to communicate value propositions in clear, concise and compelling fashion (Wagner 2013). Communication starts with the organization leaders. It is the leader responsibility to clearly and effectively communicate the direction, vision; purpose will help each employee to understand the role they play in the company’s success. If each employee understands their role the will have a better ability to communicate the company’s vision to the customers. In Ron Flavin’s article, he writes good communication skills help leaders to better understand others and enable them to build trust and respect among their followers and peers while fostering environments where creative ideas and problem solving flourish(Flavin 2015). A leader with strong communication skills will help the organization down the road to success. On the other hand, a leader with poor communication skills can destroy...
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...Aniceta, Donna Faye D. TOIC PROPOSAL Footwear consists of garments worn on the feet, for fashion, protection against the environment, and adornment. Being barefoot is commonly associated with poverty, but some cultures chose not to wear footwear at least in some situations. Socks and other hosiery are usually worn between the feet and other footwear, less often with sandals and flip flops (thongs). Footwear is sometimes associated with fetishism, particularly in some fashions in shoes, including boots. Durable shoes are a relatively recent invention, though many ancient civilizations wore ornamental footwear. Many ancient civilizations saw no need for footwear. The Romans saw clothing and footwear as signs of power and status in society, and most Romans wore footwear, while slaves and peasants remained barefoot. The Middle Ages saw the rise of high-heeled shoes, also associated with power, and the desire to look larger than life, and artwork often depicted someone barefoot as a symbol of poverty. Bare feet are also seen as a sign of humility and respect, and adherents of many religions worship or mourn barefoot, or remove their shoes as a sign of respect towards someone of higher standing. In some cultures, it is customary for people to remove their shoes before entering a home, and some religious communities require shoes to be removed before entering a building which they regard as holy, such as a temple. Practitioners of the craft of shoemaking are called shoemakers...
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...HABI Footwear: A Written Case Analysis By: Alfafara, Rodulfo Flores, Keano Gonzales, Jess Paras, Joaquin So Chan, Katrina Table of Contents I. INTRODUCTION 3 Vision and Mission 3 Objectives 3 II. STRATEGIES 3 Market Development 3 Product Development 4 First-Mover and Outsourcing 4 III. EXTERNAL OPPORTUNITIES AND THREATS 4 Competitive Profile Matrix 4 External Factor Evaluation Matrix 5 IV. INTERNAL STRENGTHS AND WEAKNESSES 6 Internal Factor Evaluation Matrix 6 V. STRATEGY MATRIXES 8 Internal-External (IE) Matrix 8 Strengths-Weaknesses-Opportunities-Threats (SWOT) Matrix 8 Space Matrix 11 Quantitative Strategic Planning Matrix 13 Alternative Strategies Advantages and Disadvantages 16 VI. RECOMMENDATION 18 Costs of Implementing Alternative Strategies 19 VII. IMPLEMENTATION 21 Forecasted Ratios and Projected Financials Accounts 22 Specific Annual Objectives and Policies 22 VIII. RECOMMENDED PROCEDURES FOR STRATEGY REVIEW AND EVALUATION 24 IX. APPENDIX 25 X. Sources 26 * INTRODUCTION HABI Footwear, a social enterprise established in 2011, produces espadrilles and other styles of shoes from recycled materials. It utilizes rags as shoe components, which are either bought by the community from garment factories or bought by the company for the community. These are weaved by the community and are then brought to shoe manufacturers in Marikina to produce fashionable shoes and espadrilles. Currently, HABI...
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...I. Executive Summary Philippine footwear manufacturers are usually scattered all over the archipelago, however, major players in this sector are found in Metro Manila, Central Luzon and in the CALABARZON region. They are classified as either micro, small, medium and large enterprises. They manufacture leather and non-leather footwear products including sports footgear, special use shoes, sandals, slippers and footwear accessories. Gibi shoes are one of the top footwear brands which is owned by Marikina’s self-made Chinese community leader and philanthropist William Castro. He also distributes America’s Florsheim shoes for children. The company started out as Phentoe Shoe Supply in 1973, with a capital of P2,000 to buy the shoe accessories it sold. It became Gibi Shoes in 1984 when the company ventured into the making of shoes. Now that the company is a subcontractor of well-known foreign shoe brands, it is known as Stefano Shoes. To further broaden its market without too much cash out, the Gibi brand is also sold in supermarket chains. Gibi shoes is a Philippine born shoe brand that offers footwear such as leather flat shoes, high heels, suede, open toe, ballet flats, boots, wedge, doll shoes and so much more. It is known as the brand that provides good quality and classic designs of footwear. Their direct competitors are Rusty Lopez and Mendrez which the both of them offer for all ages and gender shoes just like Gibi Shoes. The brand endorsers of Gibi shoes are Xian Lim...
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...home to the makers of quality hats and bags, and well-known for its local creators of high-quality shoes, earning its title the “Shoe Capital of the Philippines” is a City known to be Marikina. The researchers aim to present facts about the history of the city’s shoe industry and its background on how it came to be called the “Shoe Capital of the Philippines”. In this paper, they wish to provide answers to some queries regarding the shoe industry of Marikina. An analysis of Marikina’s shoe industry and the cultural preservation of the place are discussed in the paper. The theory of Karl Marx and Frederick Engels’s theory about the Mode of Production is used to examine the significance of the Marikina shoe industry to its people. The effects of the shoemaking industry to the Marikina’s tourism development are also studied in this paper. Tourism benefited from the title given to Marikina as the “Shoe Capital of the Philippines”. It paved the way to the establishment of different tourism related enterprises and tourist-related activity in the area. As the researchers study took place, they discovered new knowledge about the city and its industry which gave them awareness on how the major industry of Marikina, the shoe making industry, affects their community and livelihood. THE HISTORY OF MARIKINA Before the Philippines was conquered by the Spaniards, Marikina used to be occupied by river-dwellers or the taga-ilog who lived along the banks of the waterway crossing the...
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...well as implications in the footwear industry. Threats of new entrants In the footwear industry, Adidas is considered as one of the leading competitors. Thus competitors who want to enter the market would need to think twice before entering, as there might be a loss or a crease in operations as there would be more resources needed to promoting advertisement and increasing brand recognition in order to compete with existing rivals. Especially when Adidas is gaining on Nike by sponsoring the Europeans soccer tournament where there were eventual winners Spain (Torry 2012). Therefore, when it is harder for new competitors to enter the market, the more unfavourable the industry attractiveness is, as the cost of entering to complete might incur greater loss. Threats of substitutes There are little product substitutes to the footwear industry that Adidas is competing in. One example of a substitute could be simply just normal casual footwear; such as Cros, which are covered slip-on shoes that have been very popular in water sports as well as a fashion items. It could be substitutes to customers who do not indulge themselves in sports or light exercise. (Lussier, Kimball) Thus, we believe that the availability of product substitutes to the industry that Adidas is competing in is very low which means that the industry attractiveness would be high. However, as sporty footwear products are known to be expensive as compared to other casual footwear such as converse or Tommy...
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...Cervantes (now Rizal Avenue) that sold shoes and slippers bearing "Ang Tibay" brand. * He formally registered it as trademark on Sept. 29, 1915. * The two friends' profitable partnership ended in 1921. Toribio Teodoro, at first in partnership with Juan Katindig and later as sole proprietor, has continuously used "Ang Tibay," both as a trade-mark and as a trade-name, in the manufacture and sale of slippers, shoes, and indoor baseballs since 1910. When Katindig decided to venture into a new business. With his share of their earnings, Teodoro established his own "Ang Tibay Footwear Factory" in 1922. Under his efficient management, the firm metamorphosed, 10 years later, into one of the biggest enterprises in the Philippines. By 1930, Ang Tibay was producing 1,000 pairs of shoes daily. By the early 1950s, Ang Tibay's production rate was up to 3,000 pairs of shoes daily; making it the country's leading footwear manufacturer at that...
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...from the past and multinational companies are more cautious to keep a good corporate citizenship image. This essay will introduce the international process of Nike, In., one of the biggest multinational corporations in footwear and apparel industry, and steps the company has been adopted to become a not only successful but also responsible international corporation. II. About Nike, Inc. Nike, Inc. is an American multinational organization that is engaged in designing, developing and selling footwear, apparel, and other services. It is one of the biggest suppliers of athletic shoes and apparel and a major manufacturer of sports equipment in the world. The company was founded in 1964 by Phil Knight and Bill Bowerman as an importer and distributor of Japanese specialty running shoes, which were cheap and high quality. Different with other companies, who manufactured their own shoes in high-cost countries such as United States and Germany, Knight’s company (called Blue Ribbon Sports-BLS) achieved initial success very quickly. In the early 1970s, the company partnered with Onitsuka and started to design and subcontract its own shoes. Nike, Inc. was officially established in 1978. The mission of Nike’s international business is to market and sell high quality footwear, apparel, equipment and accessory products to the world. As of fiscal 2011, Nike’s...
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