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I need some assistance with these assignment. directions for optimizing call center operation of tengo ltd Thank you in advance for the help!

I need some assistance with these assignment. directions for optimizing call center operation of tengo ltd Thank you in advance for the help! The customer contact center of Tengo Ltd has received repeated complaints of poor customer service quality as a result of which the company’s reputation is getting degraded. It is with regards to these facts that the researcher has endeavored to investigate the reasons behind such poor quality service and high employee turnover in the company’s customer contact division. The research revealed that the managers faltered on a number of levels within the framework of strategic human resource management. Their authoritarian type leadership combined with the absence of adequate training and development facilities as well as reward and recognition framework has significantly deteriorated the motivation level of several employees which in turn increased the employee turnover in the customer contact center.

Therefore, after exploring the ongoing situation in Tengo’s customer contact center, the managers are recommended to follow a team leadership style by emphasizing on the welfare of the employees as well as having adequate training and development programs in place. They are also advised to have proper payment and reward packages in order to boost the engagement level of the employee base by appreciating their effort through appropriate compensations. In addition, the managers should also make the employees an integral part of the organizational decision-making process in order to make them feel valued within the company. It is expected that the adoption of these measures is likely to remedy the employee turnover issue in the company.

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