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PIONEER INSTITUTE OF PROFESSIONAL STUDIES
Case on call centre
Presented to Developed by Prof. Mona Tawar Swati GuptaProf. Rashmi Choudhary MBA IVsem -HF
Roll No.- 10010212
ContentsIntroduction Situation analysisProblem IdentificationMain problemSub problemSWOT analysisDevelopment of alternativeSelection of alternativeQues & Ans
Introduction
Abusive customers effect the emotions of the call centre employees,it gives bad impact on their personal life. Key persons involved- Erin Calabrese Telephone customer service representatives at a financial services companyJane –credit card customer.
Many companies provides training to handle all these situation.
Still some representatives take it personally and live unsatisfactory life.
Situation Analysis
1. Customers shows over aggressive nature towards representatives .
2. Representatives are not comfortable in dealing with aggressive customer even they are trained .
PROBLEM IDENTIFICATION
1. Customers uses abusive words and they exaggerate things.
2. Ineffective training programs.
Main problem
1. Representatives are not comfortable with dealing aggressive customer as they uses abusive words, which effect on their personal life and make stressful life.
2. Customer thinks that company only wants their earning irrespective of customers needs.
Swot analysisSTRENGTH
Good CSR force
WEAKNESS
Ineffective training programAbsenteeism
OPPORUNITY
Advanced automated machinesExpansion
THREAT
CompetitorsUpdated technology
Development of alternatives
Representatives
a) Answer the phone immediate after first ringb) Begin by listeningc) Do not answer emotion with emotiond) Watch your tone e) Take responsibility, take actionf) Apologize when warranted
Customers
g) Put their problem politely and gently
suggestionsa) Acknowledge outstanding servicesb) Lead brainstorming sessionc) Create a fun contestd) Throw a party e) Let them laughf) Maintain a standard
Questions &answers
Que. From an emotional labor perspective, how does dealing with an abusive customer lead to stress and burnout?
Ans. Customer service isn’t an easy job, and it takes plenty of strong management to keep employees motivated and morale high.
Angry customers are one of the biggest challenges in the customer service industry. These frustrated individuals can quickly ruin the day of even best CSR – particularly if they are not trained staff to handle complaints competently.
They take it personally
Que. If you were a recruiter for a customer service call center, what personality types would you prefer to hire and why? in other words, what individual differences are likely to affect whether an employee can handle customer abuse on a day-to –day basis?
a) Communication skillb) Soft skillc) Adjust and manageable with every positiond) Typing speede) Interpersonal skillf) Knowledge about company and their services
Que. What steps should companies take to ensure that their employees are not victim of customer abuse? Should companies allow a certain degree of abuse if that abuse results in satisfied customers and perhaps greater profit?
Ans.a) Train them properly b) Ignore customer’s abusive words and warned them if they do repeatedlyc) Work according to processd) Stick with your pointse) No companies should not allow a certain degree of abusesf) Avoid mistake as much as , prefer customer needs
Introduction
Indane biscuits is a large scale factory located in industrial area
Workers works on daily basis
Key persons- personnel manager, supervisor and workers
They work systematically and co-ordination level is good in each level
Due to some communication barrier the factory had to suffer the position of strike And imposition of heavy penalties for re-opened
Swot analysisSTRENGTH
Situated in industrial areaGood image
WEAKNESS co-ordination Lack of convincing power
OPPORUNITIES
Business growthDiversified to other segments
THREATS
New technologies
Developments of alternativesProper communication channel should be developed
Develops interpersonal skill
Trustworthiness
Questions and answers
Que. Identify the communication barriers in this case ?
Ans.1. Semantic barrier-interpretation2. Different comprehension of reality-inferring barrier3. Some social psychological barrier
Que. Identify the flows of communication in Indane Biscuits ?
Ans. Downward Communicationbegins at the top of an organization and flows down. This information, required for employees to do their jobs, includes employee performance feedback, job instructions and promoting understanding of the organization's mission and vision to its employees. This information can be conveyed through circulars, letters and in meetings and organizational publications
Que. What role did grapevine play in Indane Biscuits
Ans. Grapevine generally develops due to various reasons. One of them is that when the employees sense uncertainty. Also, at times employees do not have self-confidence due to which they form unions.It hamper the goodwill of the organization as it carry false negative information about the high level people of the organization.
Indane biscuits suffered the effect of grapevine with the result of strike and heavy penalties.