...MISAMIS UNIVERSITY Ozamiz City College of Business and Management Compensation Administration HRDM 6 Prelim Requirement Case Study Analysis The Customer-Service Agent Submitted by: Florelein G. Cane Student Submitted to: Mrs. Ana Bonita Lamanilao Professor July 15, 2016 Case Study Analysis Bill Ryan – a customer-service agent Introduction Bill Ryan often deals with difficult people. It’s what he gets paid for. He’s one of 30 customer-service agents at Half.com, an online marketplace owned by eBay Inc., the Internet auction company. Like eBay, Half.com attempts to match buyers and sellers in a vast flea market featuring millions of products ranging from trading cards to camcorders. But unlike eBay, there’s no bidding. Half.com lists items only at fixed price and it’s yours. The other big difference with eBay is that for most of the products listed on Half.com, there’s no way for buyers and sellers to interact directly. Usually there’s no need to. To make a purchase, buyers use their credit cards or checking accounts to pay Half.com, which then automatically credits amount to the seller’s card or account- minus a transaction fee. Once the payment is made, the seller ships the product. However, things can go wrong. A purchased item doesn’t arrive, or isn’t in the condition the buyer expected. Or maybe an interesting product is listed but its description isn’t clear. And that’s where Mr. Ryan and his colleagues come...
Words: 430 - Pages: 2
...ii: The Customer Service Agent] | | Table of Contents Introduction 2 Information collected from Day Diary 2 Additional information required 5 Job Description 7 Conclusion 9 Case 2: Customer Service Agent Introduction Bill Ryan is a customer service agent for an online marketplace owned by EBay, Half .com. It allows for buyers to sell a vast range of products to potential buyers. Al though the concept of Half .com might seem to resemble that of EBay, it is not the same. On Half.com products have fixed prices and buyers and sellers don’t interact directly since, the design of the website is quite self-explanatory with help pages that assist both the buyers and the sellers using the online marketplace. However, sometimes things may go wrong as in any virtual market place due to lack of direct contact between the buyer and seller. This is where the customer service agents play an important role in helping both buyers and sellers trade efficiently and improve their user experience. The day diary provides for some information about a typical day of a customer service agent at Half.com. Although it doesn’t provide for sufficient information to develop a job description, it does highlight some key responsibilities and duties attached to the job. Information collected from the Day diary The day diaries provide for a lot of useful information that can be included in a job description as it outlines the knowledge, skills and abilities that customer service agents...
Words: 1930 - Pages: 8
...Compensation Management Assignment one Case 1: The customer service agent Case 1: The Customer Service Agent Case Question one: Does the Day Diary include sufficient information? The day diary conducted includes sufficient information. The day diary includes a full day for one employee working as a customer service agent. Through the information provided it reveals the different activities conducted throughout the day. These data can help to identify the different tasks, responsibilities and the work environment inside the organization. The data can support to have a whole picture on the organization main objectives, duties and some policies included in the organization. The given information in the case will support collecting information related to both the job as well as to the employee. These two types of information are considered to be the core data needed to conduct a job analysis. Through the day diary the job can be identified, the job content can be clearly available in the text through the tasks conducted through the day. Concerning the employee some characteristics can be revealed from the day diary as well as the internal relationships. Overall the day diary considered to include sufficient information that will allow the formulation of the job analysis and based on the job analysis the job description can be created. Question two: Identify the specific information that you find useful? In the case the information provided is considered to very useful...
Words: 2117 - Pages: 9
...adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent http://www.adilwaseem.com/cast-study-2-customer-service-agent...
Words: 20700 - Pages: 83
... [pic] More customers, more profit with Nabropure water [pic] Profitability Nabropure offers you a chance to be part of the profit making 97 commission agents. Nabropure is associated with huge monthly commissions and the existing agents do not fund installation fees. Installation and advertisement of Nabropure water is done by the company hence saving you any additional costs. This is because Nabropure concentrates on the empowerment of its agents towards profitability. Apart from selling Nabropure water, you will be allowed to sell bottles and caps. This is additional income because very many customers want branded water bottles and caps. Nabropure Company has distinctive services. It is the only company that ensures that agents are given maximum installation services. Installation includes maintenance and readily available technicians who are qualified to attend to any existing emergencies. Our commissions are among the highest that any agent is paid by vending companies. In order to ensure that agents realize their products, the company has been involved in a buying out process of small vendors who could not maintain their vending machines. Nabropure’s mission has always been to ensure that it has one of the best maintained and serviced machines within the vending business. The company realizes that cleanliness is a major concern in the consumption of water. The company ensures that its agents get more customers through extensive advertisement...
Words: 1438 - Pages: 6
...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 customer has to wait to receive service, * The time it takes an agent to provide the service and * Value and relevance of the service that the customer has received. The proposed changes in this document concentrate on the opportunities for call centers to reduce the time that is needed to provide service to the customer once the customer gets connected to an agent, and specific measures...
Words: 2770 - Pages: 12
...Agent Performance and Customer Satisfaction Abstract To fulfill its mission, Extension must develop programs that are relevant and high quality, and improve the lives of clients. Customer satisfaction surveys are used in Florida to collect data about these attributes. It is also important to understand how employee performance affects customer satisfaction. Our findings show that customer satisfaction was not significantly influenced by agent performance and that Florida Cooperative Extension benefits from the experience of its workforce. Given the importance of customer satisfaction as Extension's performance measure for the Florida Legislature, we suggest that administrators should emphasize customer satisfaction as a major factor in employee performance scores. Bryan D. Terry Coordinator, Statistical Research bterry@mail.ifas.ufl.edu Glenn D. Israel Professor gdi@mail.ifas.ufl.edu Department of Agricultural Education and Communication University of Florida Gainesville, Florida Introduction Given the importance of ensuring program relevance, quality, and impacts, as well as the use of customer satisfaction surveys in accountability, understanding the relationship that exists between employee performance and customer satisfaction is critical to identifying how well an organization is fulfilling its mission. Thus, Cooperative Extension must deliver relevant, high-quality programs that, in turn, help improve the lives of clients (Ladewig, 1999). In Florida, these...
Words: 3325 - Pages: 14
... We used the software to create a model to provide information about employee utilization and average customer wait times that can be used by bank managers and human resources. Bank managers and HR can use the information provided by the model to find a combination of employees that improves their efficiency while also cutting down customer wait times, and overall improves the efficiency of bank operations. In our first simulation we used a combination of 4 tellers, 2 loan agents, and 2 customer service representatives. Two key statistics we were evaluating during the simulation were utilization and average wait time. Utilization is simply how often an employee is working during their shift, with 1 being the highest possible outcome and being equivalent to working 100% of the time. The average wait time is the average number of minutes a customer waits in line before being served. With 4 tellers the utilization for that section of the bank was .682 and the average wait was .726. In my opinion both of these numbers are low. When an employee is on the clock they should really only have about 10% down time, and in this scenario each of the tellers spent about 32% of their time doing nothing. Customers had to wait less than a minute to be served, which is great, but if a person walks into a bank I think they’d still be satisfied with a longer wait. Two loan agents had a utilization of .726 and an average wait of 6.646 minutes. Once again the employees had too much down...
Words: 1561 - Pages: 7
...An eGain White Paper Customer Support Megatrends and Next Practices 2010 Update © 2010 eGain Communications Corporation. All rights reserved. “May you live in interesting times!” The popular Chinese saying invokes both a blessing and a curse—depending on what you make of it. These are interesting times for customer support executives. As the rise of the Internet (and now, mobile Internet) and social networks collide with forces of globalization, support organizations find themselves in the eye of the storm. They are buffeted by powerful winds of change, ranging from the dramatic migration of most phone business to the Web to the high-profile outsourcing of agent positions to low-cost countries. To add to it, CxOs are redefining expectations from their service and support operations as they seek to build competitive advantage through distinctive customer service. This white paper discusses the eight megatrends transforming customer support organizations today. Resistance is futile. Taking a passive stance is like trying to ignore a tsunami. Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. So what are these megatrends? Megatrend 1: Customer is royalty; her wish must be your command Megatrend 2: Change is the only constant with mergers, acquisitions, consolidation, outsourcing, and offshoring Megatrend 3: Your agents need 20 pound megabrains...
Words: 5356 - Pages: 22
...AT&T in order to still be in business. AT&T has a corporate perks site for employees to purchase goods and discounted rates. Also, AT&T offers a 6% match of your 401K, which is a great reason to seek employment with the company. Due to the merge, a lot of employees lost their jobs due to a non-need of these employees with the AT&T organization. A lot of these employees that came from Bellsouth, etc. were asked to take pay cuts or relocate in order to keep their jobs. This was a huge cost-cutting move which has now led to an increase in jobs and the development of new products. Currently, I am a technical support representative for u-verse operations in San Antonio, Texas. As a technical support representative, we assist customers and technicians with solving complex issues with tv, internet, and voice over IP concerns. We also help corresponding departments such as billing, sales and retention with technical support answers that they may not be able to provide for...
Words: 4203 - Pages: 17
...REFERENCES 12 Abstract: A call center is defined as a place where contacts are made and received. It is often the “front door” to a business and is the place where most crucial customer interactions take place. Therefore, its effective and efficient operation is a key ingredient to the overall success of any organization. Call centers are an increasingly important part of today’s business world, employing millions of agents across the globe and serving as a primary customer-facing channel for firms in many different industries. Call centers have been a prolific area for operations management in several domains, including forecasting, capacity planning, and personnel scheduling. In addition, as telecommunications and information technology have advanced over the past several years, the operational challenges faced by call center managers have become more complicated. Issues associated with human resources management, sales, and marketing have also become increasingly relevant to call center operations. In this proposal I am going to discuss the issues that are prevalent due to lack of infrastructure and networking within the Boost Mobile Corporation. The issues that will be address are Agent absenteeism, Staff attrition, Agent...
Words: 2319 - Pages: 10
...6 DOING MORE WITH LESS IN CUSTOMER SERVICE: Strategies and Best Practices Kana PAGE 7 HOW TO MAKE EVERY CUSTOMER CONVERSATION INTELLIGENT Oracle PAGE 8 TRANSFORMING SERVICE IN THE AGE OF THE CUSTOMER Verint PAGE 9 THE POWER OF WHY Astute Solutions PAGE 10 ENSURING CONSISTENT, ACCURATE AND TIMELY INFORMATION DELIVERY ACROSS ALL CHANNELS SYKES PAGE 11 INSIGHT TO CUSTOMER LOYALTY Using Customer Support to Observe Customers in Motion Convergys PAGE 12 LISTENING TO CUSTOMERS AND PROFITING FROM THEIR ADVICE Best Practices in VPI Voice Print Int’l PAGE 13 Contact Center FIVE PROVEN WAYS TO PROACTIVELY DELIVER AN EXCEPTIONAL CUSTOMER EXPERIENCE SOLUTIONS Produced by: CRM Media, LLC Autonomy etalk PAGE 14 UNSTRUCTURED AND UNDISCOVERED: Enabling the Intelligent Contact Center to Tap into a Hidden Wealth of Information 2 April 2007 Sponsored Content CRM magazine Best Practices Series: Contact Centers... The Heart (and Eyes and Ears) of CRM Multichannel contact centers are at the heart of one of the most exciting transformations in the way organizations communicate with their customers. It is this collaboration between people, process, and technology that promises to bring the best customer service to users, while enabling a crucial feedback channel to host organizations. We’re all familiar with the reasons why superior customer service is critical to retaining customers, improving satisfaction, and...
Words: 11002 - Pages: 45
...EVALUATION OF AGENT BANKING MODELS IN DIFFERENT COUNTRIES Oxford Policy Management Ltd October 2011 Evaluation of Agent Banking Models in different countries ii Oxford Policy Management Evaluation of Agent Banking Models in different countries Table of contents Table of contents Abbreviations Executive summary Agent banking regulation and impact Permissible agent activities Volume and value of different types of activities Introduction 1 1.1 Analysis of agent banking regulations Colombia 1.1.1 Background & implementation of regulations 1.1.2 Definition of agent, approval by the regulator & types of entities that can be agents 1.1.3 Rules governing exclusivity/non-exclusivity of agents 1.1.4 Permissible activities 1.1.5 Roles and responsibilities & minimum standards 1.1.6 Typical remuneration structure Brazil 1.2.1 1.2.2 1.2.3 1.2.4 1.2.5 1.2.6 Peru 1.3.1 1.3.2 1.3.3 1.3.4 1.3.5 1.3.6 Kenya 1.4.1 1.4.2 1.4.3 1.4.4 1.4.5 1.4.6 India 1.5.1 i iv vi viii x xi 1 3 3 3 4 4 4 5 6 1.2 6 Background & implementation of regulations 6 Definition of agent, approval by the regulator & types of entities that can be agents 7 Rules governing exclusivity/non-exclusivity of agents 7 Permissible activities 8 Roles and responsibilities & minimum standards 8 Typical remuneration structure 9 9 Background & implementation of regulations 9 Definition of agent, approval by the regulator & types of entities that can be agents10 Rules governing exclusivity/non-exclusivity of agents 10 Permissible...
Words: 28143 - Pages: 113
...__________________ …………………………………. Reg. No. D63/73163/2012 Date: 25/11/2012 ABSTRACT Agency banking is a new banking concept introduced in Kenya by the Central Bank (CBK). The main objective is to increase financial services outreach and to promote financial inclusion to the un-banked and under-banked population without risking the safety and soundness of the banking system. The concept is also geared towards encouraging financial institutions to use agents in the provision of banking services so as to reduce the cost of financial services and to foster financial inclusion, reach and depth. Commercial Banks worldwide offer similar kinds of services, but they could provide differences in terms of service quality. This paper analyzes past studies regarding service quality improvement in the agency banking sector. The continuing trend to a model of service quality improvement, from personnel counter services to electronic services, will be demonstrated. Improved service quality should be adopted to maintain the core competence and this research will contribute towards knowledge and background for banks to apply these findings to better shape and focus their positions in the market and also to provide service quality to customers through the agency banking concept....
Words: 9078 - Pages: 37
...Along the Supply Chain and Other EC Support Services 11-1 Online File W11.1 What Services Do Customers Need? Insights on online customer services: ◗ Customer preferences. Customers tend not to do much self-service in terms of getting information from companies (e.g., only 19% use FAQs), so they require attention. As more companies offer online self-service, though, this situation is changing. When contacting companies for information, customers use e-mail more than the telephone (71% versus 51%). ◗ Types of service. Four types of service exist, based on where the customer is in the purchase experience: during shopping (search products, compare, find product attributes); during buying (questions on warranties, billing, receipt, payment); after placing the order (checking status in processing and in shipping); and after receiving the item (checking return procedures, how to use the item). ◗ Problem resolution. Customers expect quick resolutions to problems, and expect problems to be resolved to their satisfaction. Therefore, easy returns and order tracking are desirable. ◗ Shipping options. Several shipping options are usually needed to make customers happy. ◗ Fraud protection. Customers need to make sure that sellers or others are not going to cheat them (Chapters 9 and 14). ◗ Order status and updates. Customers want to have some way to check on the status of their order, which involves tracking either by phone or online. These services are highly desired, including order notification...
Words: 7887 - Pages: 32
