Loss Of Customers Essays Examples

Influencing Change Management

Influencing Change Management

Issues and their analysis

One of the most likely scenarios in the near future is dissatisfied customers. The primary job of any call center is to cater to the need of the customer that calls for an inquiry. Call center is a service oriented organization. A service oriented organization that is not able to provide timely service is in for a serious problem in the near future. If the customers are not getting the service that they desire, then they would ultimately move to another organization that are able to provide what the customer desire. Since most of the employees are hired on the basis of word of mouth, there is probability that those employees form groups and engage in informal chatting, not relevant work. Since the employees would be much more engaged in their conversation that they would rather hold the call of the customer then hold their conversation.

Employee Performance

Another potential problem or NetBell could be the employee performance. Currently, there is no career plan or performance management plan for the employees. Due to this, the employees might not be motivated to work to their best interest. Since the employees do not have much room for improvement neither do they have the opportunity to develop themselves, they might opt to move into other organizations that might present them with better opportunities. Due to this employee turnover rate could be very high for the organization. Higher turnover rate could mean fewer employees at a given period while the work remains the same. Further frequent turnover means recruitment and training of the new employee need to be done on a frequent basis that could mean increase in cost of the operation of the organization. Hiring a new employee could mean that chance of error in the work would be high as they would be new to the organization setting and its operation.

Suggestion:

The suggestions given below are for each issue identified above:
Customer Satisfaction
Employee Training
One of the ways to tackle the problem currently being faced at NetBell is by providing training to the employees. They could be provided communication training whereby, even if the service is relatively slow, the customer will be provided with the best possible service. Most of the employees will constantly be communicating with the customer and so, providing proper communication training would ensure that each customer is provided with personalized services that would best satisfy their requirement. According to the article Impact of Training on Employee Performance , it was found that performance of the employees toward their work would improve significantly if they were provided with proper training and if the training program was able to achieve its desired goal. Similarly, in a thesis presented by Aidah Nassazi it was seen that training significantly helps in performance of the employee that in return helps in better service to the customer .

Strict Monitoring

In the case of NetBell, it was seen that due to lack of proper appraisal and monitoring technique employees were not working as hard as they should have. By introducing appropriate monitoring and appraisal technique into the organization, we could attain a proper check and balance on the performance of the employees. If employees were to be monitored as to whether or not they are doing their work, then the number of people that were initially slacking in their work would now have to gear up to do their work. As it was pointed out, it took longer for the customer to get hold of a customer care representative. By enforcing strict monitoring techniques, we could not ensure that there would be people available at all times to cater the needs of the customer. Further, improvising, monitoring and appraisal techniques could mean that staffs are much more motivated to their work and could increase their productivity. The article published by Katou (2012) has proved the fact that the employees can be easily motivated by improving the appraisal techniques, performance review techniques, and monitoring. Such motivated employees will generate higher productivity. According to a Journal article published by Muhammad Faseeh Ullah Khan, appraisal system has a significant impact as to improve the employee's motivation in performing their work .
Employee Performance

Employee Engagement

According to Dr. Solomon Markos and Professor Sandhya Sridevi, one of the most effective tools to improve employees' performance is employee engagement . In employee engagement program, the employees themselves should be given freedom to set their target. The management would then review whether the target is acceptable or not and then provide feedback to each. If required, the management would help individuals set their targets and help them attain them. If an employee has a set of goal to achieve, then it is believed that they performed even better to attain those particular goals. Further, in this case, the goals set are made by the individual themselves; thus they would be much more motivated towards attaining those goals. Many researches done in the past has shown that goal setting is an effective tool for motivating employees increasing their performance. Similarly, if Francine was to involve the employees in setting their daily task to be completed and provide them with frequent feedback as to whether or not the goals are being achieved or how well they are performing, then the employees could be much more motivated in their work. At times when the employees are doing their work very well then the top management should comment on the work well performed by the particular individual.

Work Based Pay System

The past pay system was based on the time that a particular individual was logged on to the computer. In that particular system, even if the employees were not working at the time where they were logged on to the system, then they would be paid on the time. So there is the probability that certain individual might take benefit of this system and work less and even get high pay. In order to rectify the problem, a new pay system is required. The new pay system that I would recommend is work based pay system. In this new system, each individual would receive their salary on the basis of number of customers that they can satisfy. In work-based system, we would not look at the number of people that an individual caters to but look at the number of customers that the particular individual can satisfy. By doing so, we could assure that each customer is given the best possible service as only satisfied customers count as a task achieved. Further, higher the number of customers, higher would be the pay; this could mean that employees would be much more motivated to provide service to higher number of customers. However, we could provide the staffs with the basic payment that would be low and add on extra salary amount based on the number of customers they can satisfy.

References

Katou, A. A. (2012). Investigating reverse causality between human resource management policies and organizational performance in small firms. Management Research Review, 35(2), 134 - 156. doi:10.1108/01409171211195161
Khan, M. F. (2013). Role of Performance Appraisal System on Employees Motivation. Business Management (OISR-JBM), VIII(4), 66-83.
Markos, S., & Sridevi, S. (n.d.). Employee Engagement: The key to improving performance. Business and Management, V(12).
Nassazi, A. (2013). Effects of training on Employee performance. Evidence from Uganda. Uganda.
Sultana, A., Irum, S., Ahmed, K., & Mehmood, N. (2012, October). IMPACT OF TRAINING ON EMPLOYEE PERFORMANCE: A STUDY OF THE TELECOMMUNICATION SECTOR IN PAKISTAN. INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS, IV, 16.