The EBI proposal focused on two problems – workforce management and performance management. Based on the highlighted problems and their possible solutions suggested by me, I have received some valuable inputs from my tutors and peers, which I shall be reviewing. I was asked to focus on the method of using CSAT scores. This is a sensible suggestion, as keeping a record of the customer satisfaction levels will help the company focus on what the problem areas are that require attention. It will help in motivating the workforce to add value to their work to maintain high scores. Another suggestion which was presented to me was to make my action plan brief and clear. I understand that I am looking into too many avenues for improvement. For now, all I am focusing on is to improve issues related to staffing and target achievement. To address these issues, I would like to implement the following strategies – provide adequate training to the call centre agents to improve their quality of work, ensure the tools that are utilised are working and employ policies involving monitoring of work to ensure everything is progressing smoothly daily. Coming to the budget, I am yet to finalise it and I understand that it is an important aspect of the planning process. The literature reviews mentioned are, to my knowledge, relevant to the problems I am addressing. So far, the feedback received has provided me with some much-needed clarity on the problem areas and the strategies to alleviate these problems.
As mentioned before, there are two challenges my team is facing – the accuracy and production of target achievement and dealing with the rise in customer expectations due to high competition, which is affecting the customer satisfaction levels. The solutions that I want to implement are – introducing CSAT scores, providing the members of my team with training that will help improve their skills and introduce a force management system to help with sales. The model that I will be implementing is the contact centre mode of Prosci.
Customer satisfaction is a crucial aspect of any business. The CSAT performance indicator is a measure on the feedback survey that is presented to a customer at the end of a call. The responses are on a scale of 1-5, from 5 being extremely satisfied to one being extremely unsatisfied. The results from these surveys are then averaged out for a composite CSAT score. There are quite a few benefits of using the CSAT measure. These surveys are cheap, affordable and easy to implement. The data provided by them is simple and easily interpreted. It clearly shows customer satisfaction trends. Moreover, these scores are easily benchmarked so that comparisons and analysis of the team or company’s performance can be made easily. It is an added advantage that on being asked for feedback, the customer feels valued. Customer satisfaction significantly affects the overall performance and competitiveness in a company (Ngo et al. 2016). The downfall of this method is that the results may be skewed as not all customers, especially the dissatisfied or neutral ones, fill out the survey. By implementing this method, it would make the analysis of team performance easier to measure and overall, seems like a good addition to the proposal. Some additional measures that can be taken would be – to issue follow-up actions for scores of 3 or less, keeping a track of the number of complaints received, how long is it taking to resolve the issue and the percentage of issues resolved. This will help understand whether the problem resolution aspect requires to be worked upon or not.
Workforce training is a necessary addition that has to be introduced to improve the quality of the employees so that they are better suited to meet the targets and expectations of customers. Training and development are instrumental to the productivity of the workforce (Engetou, 2017). The training focuses on the overall development of the employees and is an effective tool to enhance employee performance (Farzana and Bari, 2019). Training involves the sharpening of already existing skills and the development of new skills, receiving feedback on performance and changing one’s approach towards the work, gaining more knowledge and insight into the work and working on developing of self or self-improvement. Through training and monitoring, identify their key strengths, focus on how they interact with the customer, provide feedback and encourage them to take it seriously. Also, identify employees who have been consistently low performers and especially focus on their progress during training.
The contact centre model deals with bringing about change with minimal disruptions, with the ultimate aim of focusing on customer satisfaction. The change management strategies enable employees and companies to adapt to and thrive in an evolving environment, with the help of training, performance management and communication. It helps workers deal with the transitions at the workplace without letting it affect their work. Care should be taken to address the fears of the employees, as change is never easy. Since as a team lead, I am planning on bringing changes to the way my team functions, I think this model will help me as well as the members of my team through this process. As a lead, I will look into keeping the morale and level of motivation high, implement changes gradually and not all at once and take regular feedback from everyone to ensure that the changes are effective or not.
Workforce management systems are a set of policies and protocols which are implemented by an organization to improve the efficiency and performance level of its employees. If these strategies are employed in a BPO set-up, it will help with the overall performance of the employees, which will lead to a better image of the organization and help with the increase in customer satisfaction level. Some of the methods which I plan on implementing for y team are standardization of policies to ensure consistency and transparency, tracking of attendance, the flexibility of shift timings, job rotation, forecasting and scheduling. Scheduling and forecasting will help in the planning process. Scheduling will ensure that a certain amount of time is spent on certain activities and the optimum use of time can be made. It also enhances productivity (Nowicki and Waszkowski, 2017, p. 354-365). Forecasting will specifically be able to help in anticipate the workload, how many employees will be required for the work and its accuracy will help the team run smoothly.
During the process of research, there arise various ethical challenges that must be considered. When there is talk of implementation of changes in an organization, there is always the challenge of how ethical these changing policies and strategies will be. Care must be taken that throughout the process there is no violation of confidentiality and privacy as well as no legal concerns coming into the picture. Through this process, it will be made sure that there is no violation of the privacy and rights of the external as well as the internal stakeholders. From customer feedback to the employee performance, sensitive information will be kept confidential. The policies and strategies employed are well within the legal boundaries. An appraisal system will be put in place, keeping in mind the performance of the employees, which of course will be kept confidential as well. Prejudiced and discriminatory practices are should be discouraged and not tolerated. Care will also be taken that no other model or study is copied or duplicated in any way during this research. The results of this research will be observed by me and the identity of the participants will be kept strictly confidential unless permitted by them to do otherwise. I also agree to full and honest disclosure regarding this research, that is, I will not be hiding anything about the results, tampering with the results or provide wrong results and will be reporting the results accurately. I will report my findings honestly and the research procedure will be completely transparent.
Since I am the team lead, it is my responsibility to monitor whether the methods are being implemented properly and if the data being collected is accurate and a reflection of the same. To understand how my position affects the data collection process, it is important to understand how my team views me as a leader – do they think I am approachable enough to be given honest feedback concerning the training and other changes, are my methods working or not. Also, I am willing to discuss my research and the results I have obtained, without disclosing the names of the participants involved in this study. Their identity will be kept confidential unless stated otherwise by them.
Nowicki, T. and Waszkowski, R., 2017, June. Productivity oriented cooperative approach to scheduling IT project tasks. In IFIP International Conference on Computer Information Systems and Industrial Management (pp. 354-365). Springer, Cham.
Engetou, E., 2017. The impact of training and development on organizational performance.
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