Free Essay

Call Center Planning Process

In: Other Topics

Submitted By Guinnane
Words 1031
Pages 5
Call Center Planning Process

Carrie "Shellie" Cobbs

Health Care Management

HCS 325

Karissa Stewart

May 05, 2013

Call Center Planning Process

The process in place for answering phone calls at Synergy Orthopedics needs additional

resources to allow better customer service. The call volume has doubled in the year since the

Physicians have started taking more ER, emergency room, call. The hold time for patients

calling to schedule appointments has also increased that is a direct reflection on the office. To

promote better customer service I am proposing the idea of rotating the current staff through a

schedule of solely answering the incoming phone calls. With the $20,000 allocated to Synergy

Orthopedics, I propose that the empty office become equipped with a desk, chair, computer, and

phone to create a single person call center. To complete this change, the staff will have to rely

more on teamwork to allow the office to continue to run efficiently.

Health care teams

Teamwork is not a new process in health care. Since the beginning of organized

health care individual health care providers have had assistance from other providers. The

teamwork model is changing in modern health care to include the staff involved in the

implementation of the decisions of the team. Diverse and synergistic teams are established to

create procedures, accomplish goals, and brainstorm possible outcomes for problems presented

to the team. “One of the biggest benefits of teamwork is synergy—the creation of a whole that is

greater than the sum of its parts. Synergy occurs when teams use their resources to the fullest

and achieve, through collective performance, far more than is otherwise possible” (Lombardi,

Schermerhorn, & Kramer, 2007, p. 76).

Synergy Orthopedics is already an office that works well as a team. The employees are

cross-trained to cover jobs in the office except for takings x-rays. I propose that daily one

employee is stationed in the call center to answer the majority of the incoming calls. One person

alone will not be able to answer all the calls so the entire staff must work as a team to answer the

overflow calls. I believe this will help with messages left by patients whose call has been missed

and hold times because of the volume of calls. With one person responsible for the majority of

the calls coming into the office customer service will improve because the patients will speak

with a person more often than leaving a message.

Teams in other industries

The use of teams is not only a practice used in health care. Teamwork is used in

companies in all industries to get the most ideas and work from employees. Teamwork between

employees and management can produce efficient results for the organization. Blending ideas


from several employees on a team gives the opportunity to create the best outcome for the

project. If changes need to be made after the implementation of the previous team idea the team

can meet again and re-evaluate to make changes. The employees that have to carry out the

changes are a great sounding board for changes.

Synergy Orthopedics can learn from other companies on how to use teamwork in

different ways. “A team is a small group of people with complementary skills, who work

together to achieve a shared purpose and hold themselves mutually accountable for its

accomplishment. Teamwork is the process of people working together to accomplish these

goals” (Lombardi, Schermerhorn, & Kramer, 2007, p. 91). Implementing the single person call

center and using the established teamwork is vital to making the organization successful.

Researching companies in other industries for the teamwork structures they use is a good source

of new ideas for Synergy Orthopedics.

Industry lessons applied in health care

Researching companies’ attempts at teamwork can give positive and negative feedback.

Utilizing current technology to learn the successes and mistakes of other companies can be the

beginning step to approaching a team project. Acquiring fresh ideas creates a productive team

environment and stimulates the team members to mold the ideas to fit the existing needs of the

organization. Building a culture of teamwork has been a lesson that industries have capitalized

on. People are taught from a young age to build themselves as individuals. Teaching people to

work in a team environment can be difficult and does not work for some employees. Learning to

work on a team is beneficial to the individual and the organization for the growth and

development gained.


Organizational process for problem-solving

The organizational process best suited for problem-solving is a matrix structure. The

matrix structure blends functional and divisional structures to get the best outcomes for the

project at hand. “The crossfunctional team members work closely together to share functional

expertise and information to solve problems in a timely manner” (Lombardi et al., 2007, p. 59).

Creating a team that is cross functional will bring a large knowledge base to the problem-solving

table to get the best outcome for the team and the employees that implement the changes.

Synergy Orthopedics embodies the matrix structure in the daily processes already

implemented. Continuing to use the matrix structure will ease the transition into the single

person call center. Creating a strong customer service system benefits the organization and

creates a positive outcome for the future of Synergy Orthopedics.


Synergy Orthopedics has a problem that needs to be addressed and the proposed solution

is a single person, staff maintained call center that will promote customer service and increase

daily office functions. The $20,000 allocated to Synergy Orthopedics will be utilized for the

purchase of furniture, a computer, and a phone because the space is already available in the

office. The staff will be formed into a team to implement the changes and to solve problems

when needed. The office currently functions in a matrix structure and working in this manner

will help with the transition of the call center. Teamwork will make the call center a success.



Lombardi, D. J., Schermerhorn, J. R., & Kramer, B. (2007). 4. In Health care management.

[Adobe Digital Editions].

Similar Documents

Free Essay

Modeling and Simulation of Call Centers

...Joines, eds. MODELING AND SIMULATION OF CALL CENTERS Athanassios N. Avramidis Pierre L’Ecuyer Département d’Informatique et de Recherche Opérationnelle Université de Montréal, C.P. 6128, Succ. Centre-Ville Montréal (Québec), H3C 3J7, CANADA ABSTRACT In this review, we introduce key notions and describe the decision problems commonly encountered in call center management. Main themes are the central role of uncertainty throughout the decision hierarchy and the many operational complexities and relationships between decisions. We make connections to analytical models in the literature, emphasizing insights gained and model limitations. The high operational complexity and the prevalent uncertainty suggest that simulation modeling and simulation-based decision-making could have a central role in the management of call centers. We formulate some common decision problems and point to recently developed simulation-based solution techniques. We review recent work that supports modeling the primitive inputs to a call center and highlight call center modeling difficulties. 1 INTRODUCTION Call centers are an important component of the global economy. Around 3% of the workforce in the United States and Canada works at a call center (Call Center News Service 2001). More people in North America work in call centers than in agriculture. Most of the operating cost of call centers (around 3/4) is labor costs. These call centers handle customer support, phone......

Words: 678 - Pages: 3

Free Essay

Hrm Case on Call Center

...SUBJECT: HUMAN RESOURCE MANAGEMENT Background Information or synopsis * Customer Service agents represent a large percentage of the call center staff * Schedules are based on seniority, which means that priority is given to most senior employees. * High turnover rate among CSA’s. * Due to high turnover, recruitment is ongoing and takes up most of the Human resource Advisors time. * Most of the CSA are students or young people in their twenties. * During exit interviews, two main reasons for leaving the company is the work don’t meet their expectations or they don’t feel there is any opportunity for promotion within the organization. Primary /Root Problems Absence of Core workforce or Full time workers. Since most of the CSA’s employed are part time because maximum hours given to each employee is 35 hours or minimum of 15 hours so it clearly shows that most of them are working part time. Part time workers won’t be given the benefits or the perks that would motivate them to work or remain in the organization so I think drawback of hiring part-time workers is their lack of commitment relative to full-time workers. Full-time workers rely on the consistent income and benefits typically buy in to the organization more strongly and feel a deeper attachment. Part-time workers usually have less commitment because they spend less time at the company and find it easier to leave because of the lack of full-time income and benefits. So since employees......

Words: 2390 - Pages: 10

Premium Essay

Call Center Stress

...Call centers are emerging as central hubs for customer access for many companies (Anton, 1996) and rapidly becoming a key source of customer-specific knowledge and a source of competitive advantage in an increasingly customer- centric world. A recent Economist article (Anonymous, 1997) estimates the annual growth of call centers in the United States at 50% and in Western Europe at 40%. Significant advantages associated with call centers are defined by an increased opportunity to deliver, maintain, capture and recapture customer satisfaction. But call centers can also be viewed as a nexus of customer information that can be translated into marketing strategy and product/service development. The growth of call centers has been fueled by the affordability of sophisticated communications and computer technology (Holland & Hunt, 1997) coupled with a synergistic increase in a strategic focus on the consumer across a broad spectrum of businesses. The competitive advantage afforded by solely adopting technological innovations that define a call center may not be sufficient for long-term success, as the technology can be easily matched by competitors. The success of a call center depends largely on the combination of technological sophistication, managerial philosophy and mission, and dedicated and mission oriented employees (Anton, 1996; Cowles & Crosby, 1990; Dabholkar, 1994; Sparrow, 1991; Ubaldi, 1997). The growth of call centers and their......

Words: 259 - Pages: 2

Premium Essay

Term Paper Call Center

... 9 Transfer funds at maturity Bank Payment Obligation (BPO) - SWOT Analysis STRENGTHS • Electronic presentation of data – efficiency, paperless office; • Objective immediate matching – reduced discrepancy, consistency; • Can be added to the supply chain process at any time and any amount; • Focuses only on data relevant to support value proposition; • Better payment risk mitigation – Irrevocable and unconditional after the TSU data matching process – performance risk excluded, set-off risk excluded; • Enhances trade transaction processing and reconciliation; • Creates transaction status visibility; • Standardized – BPO rulebook, ISO 20022 messages; • New ICC publication is expected from early 2013; • Legal obligation; Bank Payment Obligation (BPO) - SWOT Analysis WEAKNESSES • New solution on the market, material marketing effort is needed to increase transaction volume and BPO acceptance; • Limited transaction history track record; • ICC publication is expected only in 2013; • Requires new infrastructure in the banks (TSU + front end); • Only few trade platforms handle TSU transactions for the time being (e.g. Misys Trade Portal); • No title documents in hand; • Full STP requires integration and process change on the customer side as well; • Transactional approach, does not deal with portfolio Bank Payment Obligation (BPO) - SWOT Analysis THREATS • Some existing bank revenues might be cannibalised (e.g. doc. negotiation revenues and courier charges);......

Words: 928 - Pages: 4

Premium Essay

Planning Process

...Planning Process Over the past week, the team gained considerable knowledge of the importance of the planning fundamentals for management. In personal endeavors and in business basic planning is more critical than ever before. Planning gives a clear direction of objectives and goals set forth in an organizations business initiatives or one’s personal life for the future. These plans must maintain some flexibility for changes in the business environment or individual circumstances. This reflective summary will touch on strategic management covering mission, strategic vision, and goals outlined in the course material. Mission The mission describes clearly the purpose of the organization. It will describe what type of business the organization conducts, who its customers are, the goods, or services offered and the organizations values. Strategic Vision Unlike, the mission statement that describes current operations, the vision statement should include and clarify the long term goals of an organization. The vision statement should include worthwhile targets that are attainable to the organization working as a team. An effective vision statement should inspire the organization. An example of this is the team charter in class that outlines target dates for the submission of assignment to the team’s facilitator and the require level of participation of each team member. Strategic Goals The creation of strategic goals comes from the mission and vision......

Words: 523 - Pages: 3

Premium Essay

Customer Call Center

...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 become experts in customer service, subject matter, technology and the bigger......

Words: 664 - Pages: 3

Premium Essay

Planning Process

...R1 Planning is the process by which the manager establishes goals and identifies work plans leading to their realization. An analysis of the progress that the company made, the resources at its disposal, and its current situation and goals to achieve, all constitute the basis of planning. Besides the main dimension that is the time, planning takes shape according to its other dimensions that are the scope of the project objectives, the resources, the manner and the way, and possible obstacles: * Analysis of the opportunities, dangers, and the strengths and weaknesses of the company as well; Direction of the company; * Consideration of options and choose the appropriate strategy; * Establishing links between strategies, on the one hand, and operational plans, policies and budgets; * Preparation of detailed plans; * Analysis of plans to achieve the objectives. The second function of management, organizing, is to define the composition of the working groups and coordinate their activities. It involves the creation of organizational links that help individuals and groups to work together to achieve common goals. This step is essential as a management function, while the managers define the powers and responsibilities, then divide them between individuals. Not only degree of subordination is established, but also the responsibilities and accountability. * Choose the appropriate means and methods; * Identify needs for human and material resources; ...

Words: 1369 - Pages: 6

Premium Essay

Philippines New Call Center Capital?

...Can the Philippines be a new call centre capital? Investigate the outsourcing of call centre’s to the Philippines INTRODUCTION: Filipinos are excellent in communication and possess a good command of English that is the reason why Philippines are attracting more investor to put their call centers hubs in the country. Though Filipino workers are hardworking and globally competitive there are many factors that should be considered when an investor wants to invest in the Philippines; some factors are the labor cost and low tax. Filipino workers have American culture that influences them with their good communication skills; they provide a high quality service, high skilled worker, and educated worker. With the help of the Philippine government in making good infrastructure and providing a free training. Will this help the Philippines be the new call center capital? Philippines a new call centre capital? The Philippines is now number 1 in the world when it comes to providing voices service, the top provider of technical support is still India because of its cheaper labor. Business processing outsource companies remain optimistic that Philippines can be the new call center capital in the world with the strength that every Filipino workers has it is possible for the country to be the new call center capital in the world. Because of their excellent communication skills and because they possess a good command of English, Filipino workers are considered a very good business......

Words: 1286 - Pages: 6

Premium Essay

Planning Process

...* “Planning is deciding in advance what to do, how to do it, when to do it, and who is to do it.” - Koontz & O’Donnell “Planning is deciding in advance what is to be done.” - Haimann The various steps involved in planning process are as follows: 1. Awareness of opportunities and problems: The first step in planning process is the awareness of business opportunity or the problems to provide for in future. Present and future opportunities must be found out so that planning may be undertaken to take advantage of them. 2. Collecting and analysing information: The next step is to gather adequate information and data relating to the planning to be made. The facts and figures collected will help in framing realistic plans. Further, the information gathered has to be analysed for proper interpretation. 3. Establishment of clear-cut objectives: After collecting and analysing information, the management should lay down in clear-cut terms, the objectives of the enterprise as a whole as well as objectives of every section of the enterprise. 4. Determining planning premises and constraints: Planning is always based on certain assumptions regarding the future which are known as planning premises. Thus it is a forecast of conditions like trends in population, political and economic environment, production costs, advertisement policy, availability of labour, material, power, etc. Further there will be constraints like......

Words: 684 - Pages: 3

Premium Essay

One Night in the Call Center

...ONE NIGHT @ THE CALL CENTER —CHETAN BHAGAT [Typeset by: Arun K Gupta] This is someway my story. A great fun, inspirational One! Before you begin this book, I have a small request. Right here, note down three things. Write down something that i) you fear, ii) makes you angry and iii) you don’t like about yourself. Be honest, and write something that is meaningful to you. Do not think too much about why I am asking you to do this. Just do it. One thing I fear: __________________________________ One thing that makes me angry: __________________________________ One thing I do not like about myself: __________________________________ Okay, now forget about this exercise and enjoy the story. Have you done it? If not, please do. It will enrich your experience of reading this book. If yes, thanks Sorry for doubting you. Please forget about the exercise, my doubting you and enjoy the story. _____________ The night train ride from Kanpur to Delhi was the most memorable journey of my life. For one, it gave me my second book. And two, it is not every day you sit in an empty compartment and a young, pretty girl walks in. Yes, you see it in the movies, you hear about it from friend’s friend but it never happens to you. When I was younger, I used to look at the reservation chart stuck outside my train bogie to check out all the female passengers near my seat (F-17 to F-25)is what I’d look for most). Yet, it never happened. In most cases I shard my compartment with talkative aunties,...

Words: 44185 - Pages: 177

Free Essay

Call Center

...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......

Words: 252 - Pages: 2

Premium Essay

Recommendation Report: Call Center

...Recommendation Report: Call Center Nida Labao HRM 552 July 13, 2015 Sheri Johnson Recommendation Report: Call Center A customer service call center is in need of an advisor to help with the organization’s development and training program. The profit margin rate has been low and employee turnover is very high. Also, due to the lack of training, customers are dissatisfied and complaining. As the new Human Resource advisor, a recommendation report has been created for the organizational development and training programs for the call center. The report will consist of the following points: components of job analysis and design, techniques in developing training programs, importance and differences in suing mentoring and executive coaching, an effective approach to organizational development and different approaches to career development. Job Analysis and Design It is essential to develop and implement the appropriate job analysis to resolve the company’s concern about the organizational development and training program. Modifications are needed. By clarifying each component of the job analysis and design, the company can enhance their efforts recruiting qualified employees for the job. Job analysis reveals the necessary task, behaviors, specific abilities and personal characteristics needed to do a job. Job analysis determines what will be done; job design determines how the job is done. Call center representatives responsibilities are to “serve customers by......

Words: 1125 - Pages: 5

Premium Essay

Dasan Call Center

...Dasan Call Center workers suffer abuses 2014-02-05 16:02 Korea times SUMMARY The human rights of Dasan 120 Call Center employees have been "severely" violated, Seoul's human rights committee. Human rights of workers at center does not handle well. They are suffering from emotional labor because of abusing verbal in poor working environment. Because of the emotional labor, Dasan workers suffer psychological problems, such as emotional insensitivity, losing self-esteem and physical symptoms like high blood pressure. The committee interviewed call center employees and launched a series of probes into their labor status since October. Employees become stressed, according to the committee because of caller inappropriate questions. Sometimes they are suffering from verbal abuse and sexual harassment. Also they only having a 10 minute break time a day. One of reason for bad environment is outsoaring from call center to three companies, the contract workers are exposed to extreme competitions, with performance payments decided by how many calls they have answered. The committee said this system not only aggravates the labor conditions of the workers, but also lowers service quality. Through the Dasan’s problem at workplace is one of example about emotional labor. Most service industry having these kinds of trouble occurred. Without safeguard of workers, company would not serve to high quality of service to...

Words: 482 - Pages: 2

Premium Essay

Call Center

...and competitive world, organizations have created call centers to provide their customer a faster response to their problems. Some organizations outsource their call center to lower cost, and others they centralized in one place. Cons In a call center environment, work can be monotonous through out the entire day. CSR confront with upset customer that can be rude and it makes CSR stress out. The work environment is usually loud, distracting, and it creates job hindrance. Call center are usually 24/7 that’s why call center has high turnover. In a call center CSR get pay minimum wage and that leads to low job satisfaction and commitment. Pros In call centers is not require higher education, and it does not require experience. It offers a lot of opportunities such as management positions. Call centers jobs are always seeking candidates to work, and call center provide comprehensive training to all new/current employees to provide their customer an excellent customer service experienced. Strategies Call centers organization can provide their CSR employee the ability to work from home. Working from home creates a less stressful work environment, and CSR employees feel happier. Call centers organization could create a flexible hour, so that the employee has plenty of time to do their none work related activities. Call centers should implement reward system to those CSR employees that out perform. Further more, call centers should provide benefits package such as 401K......

Words: 287 - Pages: 2

Premium Essay

Operations Management-Call Center Optimization

...Call Centers Operations Management Introduction Call centers, or contact centers are an increasingly important part of today’s telecommunication world, employing millions of people and acting as an important source of information and solutions for a majority of consumers. In countries like India where the internet penetration is 33.2%1 and the mobile user base is 79.39%2, call centers along with physical stores have emerged as a major source of information and problem resolution for telecom service users. Call centers also act as the public face of the organization and play an important part in customer retention. As a Vodafone customer in India I have had regular experiences with its call centers which have prompted me to analyze and suggest proposals that could improve the service. Input: The input in this process is the customer requests/issues. Output: The output in this process is the solution provided in response to requests/issues. Journey: Journey starts with a call by the customer to the telecom service provider’s call center which involves interacting with an Interactive Voice Response Unit (IVR) and possibly discussing the request/issue with a an agent. Gap/Opportunity: Despite the advancements made in this sector there are areas which could be improved upon which can lead to a reduction in resolution time and an increase in customer satisfaction. The quality of the service is can be said to depend on three factors: * The length of time a......

Words: 2770 - Pages: 12