Call Centre Structures and Strategy - Free Essay Example

Introduction Call centre, also known as Customer Interaction Centre is a place which is mainly engaged in receiving and transmitting a large number of information, supports and inquiries from customers via telephone. Call centre is developing by dramatic and rapid speed, is gradually becoming an important and indispensable component stage in modern enterprises or companies. It has been widely used in municipal, public security, traffic control, postal services, telecommunications, banking, insurance, securities, electricity, IT and TV shopping industry, as well as all products and merchandises which need to use telephone marketing, service and support and also dramatically upgraded the quality of service trades and operational efficiency. (Workman Bommer, 2004:318) This article is going to describe how the management operates in call centre, analysis of the problems that agents are facing and propose some solutions for employers and employees to overcome in terms of managerial dilemma , or improve employees job satisfaction as well. Problems in Call Centre Highly structured and monitored work environment is the main reason leading to strong pressure for workers in contemporary call centre. More specifically, strict schedule of work, task target, rest, lunch time, or even the using toilet are planned and limited. Time off the phone is monitored. John Rolland explained, the Executive Director in Telstra Customer Sales Service. The employee will be facing some troubles when they went to bathroom more than twice. It indicates that 30 per cent of total remuneration is at risk if targets are not met, and that as a result of participating in the incentive plan, base salary and superannuation will be reduced. (Q. McDermott 2007, pers. comm. 18 June). The remaining time is in the non-stop working and repeating the same work that answer the phone during the whole day period, it can be imagined to the actual situation. As a staff who worked in a call centre said, This is a difficult place to work. You have to be able to solve problems qu ickly and be nice to customers even when they are rude.(Ashforth Humphrey, 1993:36) The work day is just like a machine doing the same tasks everyday. Furthermore, they have to adapt the diversity condition for answering customers questions, which would be recorded for the checking their performances. John Rolland described that As happens in many call centres, managers check how much time consultants spend on the phone with any one customer; measure the time they spend off the phone; and monitor the language used by consultants when they try to make a sale.(Tough Calls: 2007) Managerial Dilemma Modern organizations are facing the greatest challenge is how to maintain a good employer-employee relationships, employee psychological contract affect the labor relations is the most important factor, whether agencies or private enterprises, to improve the dispatch of personnel to meet the degree of psychological contract, trust the staff and willing to join organizations, to enhance job performance and corporate competitiveness. In addition, The management styles in workplace, include coaching and encouragement to the staff while lacking motivation would influence employees impression of working satisfaction. With the administration and supervision authorities of call center to a great extent, especially their directness in charge of the attitude towards employees, if administration and supervision authorities hold prejudice, not good at communicating with the staff, the chance of personnels loss is certain to strengthen. Many centres are suffering the high level labor fo rce change, the employer attribute this phenomenon to a great extent the intrinsic pressure works and reduces the planar structure of promotion opportunity. The year turnover rate surpasses 30% is far away formal rate. (Taylor Bain, 1999:110) manpower in Call center is the most crucial factor,so the loss of personnel is the issue of prevalence in call centre. Part of the service industry or call center services, is staff-intensive, capital-intensive industries. The manufacturing sector is also staff-intensive industries, but is different from the factory assembly line workers, call center personnel, the former face of the object of a product or machine, that is, objects, and call center employees are the face of human. Fiona M.Wilson claimed that if employees are considered as their biggest asset or their only source of competitive advantage by chief executives it suggests that they value their human resource. (Wilson 2004:145) Solutions There are many reasons for the loss of personnel, and can be divided into two main types: the external environment, for example, highly monitored, strict structure, tough target reaching, emotional control and isolated communication, and internal causes such as personal character . However, in my view, external environment occupied the most proportion of this issue which may be solved or improved through following strategy implementations. First of all, companies must understand their own organizations, in order to select suitable candidates to fill the particular call centre job. In my view, in the drafting of the selection conditions, not just focus on the understanding of the work to establish a mechanism for personnel hiring, it should take into account the job should be emphasized more on individual ability such as adaptability, anti-pressure ability and communication skills not how excellence of the candidates. In other words, suitable is more importance than professio nal knowledge in this kind of workplace. If emphasis too much on the attitude of amiable, the result could be devastating. Harm is that you on the phone on the attitude of the staff extremely polite and humble, but they gave information is not always satisfactory. Whether staffs can withstand the big working pressure, also tallies in the professional interest aspect with the telephone traffic profession and so on, these need to be considered carefully in the recruiters process. Second, setting up the Company Promotion System and incentive plan are reasonable means for personnel management. Providing more promotion opportunities will have a direct impact on employee loyalty, stimulates their work enthusiasm, and realizes progresses continually. Finally, alleviating working pressure on employees through many kinds of channels are necessary. First of all, The consummate the control system, give the staff promptly corresponding training, the instruction of call centre career and the feedback; support personnel skill training, helps and promotes the personnel to the role cognition, to master the essential work skill, for example, time management, effective communication. At the same time, it could enhance all staff the anti-stress ability through training. Third, provides the suitable place to ease pressure for the staff, like recreation area, tea room and so on could boost the sense of belonging, job satisfaction as well. On the other hand, employees themselves should control their emotion, improving communication skills to deal with different situations by several following means. First, while treating the work, they should be meticulous, conscientious and responsible attitude. The nature of the work they have determined that they can not be sloppy, can not be ambiguous. Irresponsible for the work of is irresponsible to their own and the best way to protect them is hard work, including ensuring discipline and attendance. Second, treatment of the client, the se rvice protocol a warm, orderly and good service for dealing with the issue of etiquette accumulation is willing to let customers to trust you then to help them solve the problem. Finally, treatment of the managers, you can object to your boss, but can only be made in private to reflect your dissatisfaction and demands, rather than in public places. Conclusion: This article has collected several aspects in Call Center. Working in there demands many personal skills rather than high education experience. And also, scientific management in the call centre seems to have disappeared. In fact, it does exist. The new call center and operation mode of the company itself is a typical representative of scientific management. The use of telecommunications sales, access to information that is speedy, efficient, and reliable. The problems and reasons what existing in call centers have been summarized and analyzed. As a whole, pressure from working is the key issue that employees are facing and tough to be solved. At last, some reasonable and practical suggestions are proposed Generally speaking, the call centre business model brought the profit and the advantages surpassed its negative impacts and shortcoming. Although staff may face various problems while they are working, the problems still can be improved by reasonable scientific management imp lement.

Theory, An Optimal Executive Compensation Scheme Essay

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Essay on Sexual Education in Public Schools - 1915 Words

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Adolf Hitler Essay Example For Students

Adolf Hitler Essay Adolfs father was Alois, an illegitimate child, his mother was Marie Schickulgruber. Alois took his fathers name Hitler before Adolf was born. Alois was already a successful border guard when he was 18, and later became an Austrian customs official. He retired in 1849 after 40 years of service. He was 58 and retired early because of bad health. After he retired he bought a nine acre farm near the small town of Hafeld. His dream was to live a country life, but the farm took much more work than he expected. Since his health was poor, he had a very hard time making a living on the farm. He had always found that spending time with his children was irritating, but on the farm they were forced to work side by side. This was difficult for Alois, who was very hard on the children. He often beat them when they didnt mind. Adolfs fathers main hobby was bee keeping, often the mother had to remove 30 or more bee stingers at the end of a day. TheWeimar Republic began at the end of 1918, two days before the First World War ended. It was not strong from the start because it had signed the dreaded Versailles Treaty. People felt Germany had been stabbed in the back by the government, so there was a lot of political unrest. Then the Great Depression set in and there was economic turmoil as well. No one believed in the Weimar Republic anymore. This boosted the Nazi Party’s membership(Toland 349). In 1921, Hitler gained control of the National Socialist German Workers’ Party and changed the name to the Nazi Party. From 1921 to 1923, the membership grew from a mere 6,000 people to 50,000. Hitler worked to win the support of the peasants, workers, middle class, and some of the wealthy business leaders by promising order, unity, strength and a better life for all. Hitler became the Chancellor of Germany in 1933 and later earned a dictatorship, which allowed him to establish a fascist state known as the Third Reich. Opposers of the Nazi Party were rounded up by the Gestapo, the secret police, and many of them were murdered. Nazis extended their control over every aspect of people’s lives and through propaganda, they kept people happier. Thus was the beginning of the campaign against the Jews and others, known as the â€Å"Inferior Beings.† The previous conditions of life in Germany had successfully opened the door for the Nazi Party to take over and exhibit their power as they did. Nationalism in Germany played a major part in setting the stage for someone to take over. Germany had been a country made through nationalistic tactics, led by Bismarck, and was a very proud country. When Germany lost W.W.I, they were humbled. The Versailles Treaty forced them to accept blame. They lost their over seas colonies and were only allowed a limited army. This left a lot of hatred towards the rest of Europe with the German people. The Nazi party came into the political scene soon after W.W.I h ad ended. German support for the Weimar had decreased because of the inflation and other side affects of the Versailles Treaty. Many people turned towards the Nazi party because it attacked both the Weimar Republic and the Versailles Treaty. The Nazi’s ideas were already formed, Hitler just came at the right time to be their spokesperson, giving people what they wanted, someone to blame and someone to look for help(Rathbone 78). Hitler began his rise to power during a difficult time for the German people. The failing economy and government required a strong and charismatic leader to take control. Hitler had both of these qualities, along with promises for a fixed economy and successful government. When Hitler joined the Nazi party in 1921 there was only 6,000 members, but within two years his powerful speeches and influential ideas caused the number of party members to explode to 50,000(Heck 45). Hitler creatively started his speeches soft and slow. He gradually grew louder and spoke with great emotion that carried the people right off into his world. Hitler’s powerful speeches not only gained the Nazi party thousands of members, but also the positions of chancellor and then dictator. These positions would not have been reached if Hitler had been a quiet self-contained person. His booming voice and great hand gestures added to the great impact of his speeches, as well as his powerful charisma(Toland 221). Hitler’s influential ideas reached past the adult members of the Nazi party, to the German children. Hitler felt that by teaching the future generation about fascism, then all of his plans and ideas would succeed with the help of the children. Hitler then acted as the father of the German children. He gained their respect and support at a young age, which was a new tactic that had never been used before. Hitler nurtured the children’s respect and support by teaching them strict manners and disciplinary orders while they were stil l in school. He also enforced the teaching of fascism and severe nationalism in the schools(Heck 122). Throughout Hitler’s career he retained these very powerful characteristics, helping him remain a powerful leader in Germany and the rest of the war throughout W.W.II until the German defeat in 1945. Now, with Germany on his side, he commenced his plan of totalitarian control. Hitler believed that in order for Germany to obtain full prosperity, it must ‘cleanse’ itself of the ‘impure’ people. Hitler expressed his views in the book Mein Kampf in which he also talked of his right to maintain ‘living space.’ He increased his forces from a measly 100,000 men to 500,000 men and withdrew from the League of Nations(Rathbone 70). Planning a major invasion of Europe, Hitler decided to test out his new weapons in the Spanish Civil War, and while he was there he became acquainted with Italian methods and political ideas. This was the basis for the Rome Berlin Axis, and an alliance was made in October 1936. Only six months later, German troops occupied the Rhineland. Hitler then turned to Sudetenland, Czechoslovakia. He convinced the 3,000 Germans living there to demand self-government. After the Czech crisis was resolved, Hitler called a conference of the major European powers but conveniently forgot to invite Czechoslovakia and the Soviet Union, its major alliance. Germany, Britain, France, and Italy determined the fate of Czechoslovakia. Hitler gained the right to send troops into the Rhineland and promised to control his actions involving world affairs from then on. But only six months later, Hitler gained control of the rest of Czechoslovakia in March of 1939. The world was shocked at his inability to keep a promise, and before they could react, Hitler was demanding Danzig and the Polish Corridor. These were both taken from Germany during the Versailles Treaty. Because of this, Neville Chamberlain (the Prime Minister of Great Britain) and France both agreed to help Poland if Hitler invaded. Hitler was not shocked by this, but he also knew that they could not help Poland to any great extent because he had territorially cut off both countries from Poland. Hitler then realized that Russia might pose a problem to an invasion because of its long border with Poland. To resolve this, Hitler secretly signed a treaty with Stalin, planning to divide up Poland, the Soviet Union with one-third, Germany with two. So on September 1, 1939, Germany crossed over the Polish border. Two days later, the world was at war. Using his unique tactic of the blitzkrieg, or lightning war, Hitler took control of Poland in almost four weeks. There were five effective steps of the blitzkrieg: 1: Hitler sent spies and saboteurs into the area to map out and mark major intersections and storehouses. 2: Airplanes were sent into the area and bombed bridges and key points to create chaos. 3: Tanks going 40 miles per hour with cannons roll into back yards and across cities. 4: Then come the troops in fast moving trucks with machine guns to wipe out any protesters or soldiers getting in the way. 5: Then finally came the occupation with either special officers or just regular German police to capture and kill, if necessary, anyone who objected(Toland 823). This method was very effective because of its speed and efficiency. He took the enemy by surprise, not giving them time to react to the situation. By catching them off their guard, Hitler easily crushed Poland and occupied the country without a problem. Hitler took a slight seven month break from his invasions in order to make Europe think he was done seizing other â€Å"weaker† countries. However, Hitler took Denmark, Norway, Luxembourg, the Netherlands, and Belgium. Using the same tactics, Hitler went around the Maginot line and took France. While some countries were falling victim to Hitler’s attacks, some decided it would be easier to side with him. Hungary and Romania joined with Germany in 1940, Bulgaria joined in 1942 and Spain let Hitler use its ports. Hitler, remembering that the Soviet Union had killed most of its army generals in the Great Purges, decided it would be worth the risk of a two front war to obtain the Soviet’s rich farm lands and oil deposits. And masked by Mussolini’s attacks, Germany crossed the border and marched into the Soviet Union in June of 1941. Adolf Hitler was very anti-Semitic and wrote Mein Kampf while he was in jail. It detailed his beliefs that the â€Å"Aryan† race was far superior to the â€Å"inferior races,† such as Jews, Slavs, Gypsies, the physically and mentally disabled, and the Aryans were destined to rule them. He blamed the Jews for all the economic troubles and started persecuting them. It became practiced so much that concentration camps were set up for the inferior races to be sent to. At the concentration camps, people suffered terrible deaths. I f they were lucky enough to live through the mass executions in gas chambers, being buried in mass graves, and being executed; then they were forced to work for the Germans(Deichmann 54). When working for the Germans the prisoners were fed very little and many died of sickness or starvation. If the dead bodies were not thrown into a community burial grave, then they were burned in furnaces. These camps were found all over Europe, in Germany, the Netherlands, and Poland, as well as other countries. There were about 12 million deaths with 6 million being political prisoners, the physically and mentally disabled, Gypsies, and Slavs. The other 6 million were Jewish deaths. Hitlers purification process was obviously against all Anglo Saxon morals and ethics, but was part of his master plan for control. Until his death in 1945, a suicide, which he chose as his fate, Hitler, proved to be an Influential character of charm, charisma and power. He worked himself into power, led a nation into war and executed his plans for a supreme race, no matter how unethical his ideas were. Like a tragic hero, however, he held his own flaw and in the end his own downfall and collapse of power. Hitler found a time where he could easily slide into power, giving a torn apart nation a purpose, goal and a union to build upon. Bibliography: