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Continuous and more frequent monitoring system and chances of identifying the causes of complaints. If the call monitoring performed effectively it is the best way of evaluating employees and identifying root cause of customer complaints, with regard to the call center performance. Along with this benefit monitoring can contribute towards provision of information for key management decisions, customer relationship improvement initiatives, targeted training with the identification of training needs exactly and quality improvements of processes efficiently and effectively. Effective complaint management ensures the customer satisfaction, retaining and attracting new customers successfully in a competitive market. Arguments for, Most of the complaints of Topinhar indicates that they only deal with a disembodied voice and, or their problem is not resolved quickly. This indicates that there is a long waiting time with the automated answering machine; this may be because of short of staff. Lack of knowledge and skills of the call officers to deal with various types and levels of the problems leads to search for facts while the customer is waiting on the line. Monitoring the length of call waiting times will help in identifying whether the call center is understaffed to deal with the number and frequency of calls they are getting. By monitoring the rate of problem resolution, may be how many in each ten calling customers get fulfilled their ultimate purpose of calling the call center could be assessed. The behavior pattern of employees could be identified, such as whether the call officers are demotivated, tired, neglecting the queries, answering in an irresponsible manner or ignorance of certain parts of the inquiry. Monitoring will help Topinhar to identify the weaknesses which causes the complaint of customer and improve customer service strengths. Benefits It improves the overall quality of the services of the organization. As the employees are aware that they will be monitored at any time, they always perform well in order to boost their reputation and best assessment in their performance appraisal. It also helps in the over all development of the employees. Management can identify the highflyers and the training needs could be identified for the average or poor performers. Customer expectations and perceptions of quality could be identified and organization strategies could be directed towards achieving or delivering optimum customer satisfaction. The effectiveness of the customer service strategies, the extent to which the independent departments need to share the processes, the extent of knowledge sharing needed to satisfy and delight the customer along with reducing the complaints could be identified. Arguments against, In fact only based on the call monitoring the causes of the customer complaints can’t be identified completely. The causes like technical deficiency, call officer’s capacity and call officer behavioral influences in customer satisfaction could be identified. However, the other possible causes of complaints such as the knowledge level of customer, the services available and provided by the other service providers where the customers will be comparing Topinhar performance with the available options in the market, the sophisticated level of customer specification and expectation and switching
It is evidenced by the staff turnover in Topinhar in recent past. expecting that Topinhar should give them the best. different days of the week. along with an increase in their stress levels. In precise the call monitoring can help us in identifying the internal weaknesses that causes the complaints but not the external influences on customers those triggers the complaints. Only by call monitoring this cannot be identified. Objectivity of the study or monitoring must be constructive. As the drawbacks outweighed by the benefits of the call monitoring it is clear that the call monitoring will contribute towards identifying the causes of customer complaints if it is implemented effectively with the following components in place. rather than wider outcomes. Effective and ineffective behaviors with regard to 2 . In monitoring there should be distinctions between different skill levels. The knowledge that they can be monitored any moment is a major factor in causing stress. Frequent monitoring is resulting in a decline in the quality and customer service. peak hours. The organizational objectives of a call center such as Improving productivity with less operating expenses. Address the issues of customer first. It has to be carried out on a positive note. Also the call officers were feeling more stressed and less satisfied with their jobs. Discriminations between competencies should be taken in to consideration. Drawbacks.OB Ms. end of duty. Thus. and even leaves the job. which identifies the customer expectation to certain extent & the internal weaknesses of the processes and staff. calls must be monitored across all hours of the day. Since monitoring uses a sample number of calls to be observed and based on which the whole population is studied . generating revenue. increasing use of self service system and improving the perception of the call center can be achieved by an effective call monitoring program. Components to be in a successful call monitoring program Representativeness of the calls monitored should be reasonable.Thanujah Muhunthan tendency of customers and costs from Topinhar to some other insurance company etc cannot be identified by call monitoring. It creates a feeling of social isolation because of the feeling that they will be monitored anytime everybody will be focusing on their calls much without being socializing with each other. where the customers might compare competitor performance and demanding more services from Topinhar. retaining customers. There might be causes of the complaints pertaining to Topinhar’s competitor strengths. Where the second most commonly identified motivating factor in call centers for call officers is relationships on the job with coworkers and peers.01. delighting customer by providing outstanding customer experience. The feedback should be timely and focus on specific changeable behaviors. call quality monitoring is an essential part of the call centers and cannot be done away with.Assignment No. Monitoring to be effective it has to be customer centric and work backwards in deciding on the improvements. start of the shift.
pending tasks and finally loss of customer to the competitor. Increase in workload leads to impairment of performance such as longer customer call waiting time. The best monitoring program typically has simplicity. The rating should be reliable with consistent standards irrespective of working hours and favorite subordinates.Thanujah Muhunthan the particular problem of customer should be assessed. It has to be valid and accurate. Where there is less responsibility relies with one person the ownership of the process could not be created. but have to have extensive knowledge of organization’s products and policies and corrective measures. in which the supervisors will be in a different place from the call officers and listen to the conversation. Increased number of complaints demoralize the employee performance. Customer complaints are defined as indication of that the service does not meet the customer expectation. ie the extent to which the monitoring contributes towards assessing the customer satisfaction and identifying problem has to be assessed and it must confirm that it serves the ultimate purpose. fatigue and creates customer dissatisfaction. 3 . Some times to resolve matters call officers might need to contact other employees in the other divisions. In Topinhar the method of monitoring is remote real time method. as a result the calls need to be re routed.OB Ms. The organizational systems are not up to date. fairness and consistency. Above all the purpose and objective of the monitoring system has to be well communicated and explained to the employees in a way that it creates a collective motive to resolve the customer complaint rather than giving a feel of being spied. As a result the strength and weakness of the process and the employee will be identified. Since there is less accountability there will be less motivation in performing well.01. The ways in which certain aspects of the organization and its practices impedes the optimum performance of the call officers. Basically the service employees have the greatest job satisfaction when they believe they can give customers what they expect. where the customer dissatisfaction arises. Even one link of the call route fails to provide the correct routing and solution the whole process will get scrambled and causes incompletion of task. especially when a new product launched they need to make further inquiries to increase their knowledge to answer customer questions. As a result the motivation level created by satisfaction of task completion decreased and impedes performance. The reason for this might be the agents may get tired of taking calls of thinking that the next customer might also have the same scenario with their previous customers. where in Topinhar’s case it is identifying causes of customer complaints. Increasing workload causes pressure and psychosocial stress. The greater number of unhappy customers that the agents may receive in their 8-hour working period is considered stressful to them. which leads to less concentration on work. Even though more people work during day time work is increasing.Assignment No. In Topinhar there is a 24 hours shift and three groups of people working on a days’ all 3 shifts. Less responsibility on the job performed. Since most of the customers are from Thailand majority of the inquiries are during Thai working hours. This leads in delays and to situations which demands more coordination.
as well as a reluctance to assist their co-workers. Being part of a team helps them work harder with their team members toward a mutual goal. The need for mixing up and socialization remains unfilled the workers will be demoralized and it hampers the performance. Topinhar has the fortnightly roster. an enterprise must integrate its entire range of business functions around satisfying the needs of the citizens while containing costs. To overcome the problem of feeling less responsibility. this leads to less feel of ownership of the workplace and organizing things which leads to lack of motivation and lower performance level. and must receive commitment at all levels within Topinhar. To make the teams effective people from different parts of the organization could be put together in to teams. The call officers are unhappy because they did not get much chance to make friends with their co workers. enter 4 . creativity and initiative to provide outstanding service.Thanujah Muhunthan Change over time of shifts is only 15 minutes during which only the important information could be shared. since they were on phone call all day. There are less chances for discussing about difficulties encountered. which includes train and empower call officers to resolve the problem in first contact. Topinhar must manage the customer complaints efficiently by applying some of the best approaches in handling customer complaints. But one of the real motivators in call centers are relationships on the job with co-workers and peers. This concept is fundamentally different from performing or competing solely as individuals.01. In order to be truly customercentric. To improve customer satisfaction through improved accessibility of information all departments must come together to harness collective knowledge. Make teams which are focal points for certain divisions of the product category and direct calls and queries. decline in job satisfaction with the feeling of mistrust. where the employee feels that the supervisor or manager does not have faith on him and less autonomy and as a result the productivity impedes by demoralization. Lack of performance will be caused by reinventing the wheel. staff that are dedicated to excellence in service delivery and customer communication.OB Ms.Assignment No.. Stress levels and job dissatisfaction increase when workers feel they have no control over their jobs and when there is a lack of trust in the work environment. which generally fosters a sense of competitiveness. leveraging technology and embracing a customer-service culture. As a result of call monitoring. Sharing desks leads to little chance to establish or control personal space. make easy for customers to complain through extensive use of hot lines. Continuously the staff are working for 10 days creates tiredness and monotonous and large proportion felt bored because they did the same thing all day every day and did not often have the real sense of the outcomes of their calls with customers which causes monotonous and fatigue. level of sophistication of the customers etc. They don’t have to sit together but the knowledge sharing and learning from peers culture can be established. Topinhar have to make the call officers own the job. The first most motivating factor identified amongst call center employees is positive leadership skills of supervisors. Becoming customer-centric requires an organization to focus on processes that are customer friendly. Customer service excellence is no longer just the responsibility of the front-line staff of the call center. Changes could be introduced to overcome the current problems of performance of the call officers. where people working 10 days straight and then having 4 days roster days off.
The gaps in the provision of services could be identified through staff interviews in the areas such as corporate culture. Facilities like fitness clinic. which provides details on line which helps in efficient answering of customer queries. this behavior creates more work to peers. Minimalist behavior of people should not be encouraged. feeling/thinking. In order to promote knowledgeable. training staff to be helpful and knowledgeable and encouraging teamwork. assisting in need and to learn and accept responsibilities. In this training the lesson of diplomacy and patience in answering questions could be focused.Assignment No. work sharing. At the time of recruitment and selection the attitude of the candidate should be examined to ensure that he or she is willing contribute his or her efforts in to a team performance and ready to knowledge sharing. sporting room. Topinhar should develop a comprehensive customer service training program which is mandatory for existing employees and requirement for the future call officers.01.Thanujah Muhunthan complaint data in fully automated and integrated information system and analyze and use data to identify the root cause of dissatisfaction. more number of call officers and call lines could be employed. * Understand the root of the issue To deal with the problem of increased number of customer complaints the process of handling calls could be reviewed and can apply BPR techniques to process improvements in order to eliminate the component which are non value adding to the customers. The updated information can be made available in an intranet portal and e learning facilities could be promoted amongst all the call officers. Continuously measure and improve work processes by implementing innovative ideas. Employee replacement with relief call officers while the employees are on leave makes less pressure on the present ones. intuitive/sensing. To avoid stress the following tips might help. * Smile and be happy. manager should develop recommendations to improve core processes and implement those recommendations. In a call center. The organization database can be established and updated frequently. decentralized customer service. * Don’t involve in an argument. analyze and report complaint data to the top management. where everyone has a certain amount of calls to be handled. consistent and responsive approach to delivery of customer service within the organization. * Try to fix the problem of the customers. record. Myers-Briggs tests four axes of personality: introversion/extroversion. * Don’t take the bad comments personal. One smart move is to administer personality tests. applying appropriate technology. which will give you insight into your applicant's strengths and weaknesses. consider complaints as feedback and opportunities to improve. You want to hire people who will build an instant rapport with customers. These people thinks that they should do no more that is absolutely necessary to keep their job. such as the Myers-Briggs inventory. yoga. and massages can help agents overcome stress. which aimed at ensuring the customer is looked after well and satisfied. Also the existing call officers can be given training and develop their answering capability and knowledge about various products and policies. entertainment room. This e learning platform can promote set of behaviors. To deal with the increased workload and pressure. Handling stress properly will help bringing improvement and stress can be addressed immediately in order not to make the situation worst. and perceptive/judging.OB Ms. inconsistent service standards and process 5 . Screening potential call center employees requires finesse and psychological insight.
we will be courteous and helpful. When channeling through basic points before the customer gets useful information. sound knowledge of policies. Since the call monitoring is one of the major factor creates dissatisfaction and hampers the employee performance. through advice on exercise. which will help in fostering cooperation and coordination between employees and develop a one family norm amongst the staff. Measure the performance against the standards and identify areas for improvement in order to improve service delivery and accountability of tasks and continuous quality improvements. we will be flexible and use common sense judgment. Topinhar can have socialization programs in place and create friends circle. the acknowledgement messages of the voicemail messages will be sent to customers within XX number of hours. quicker and effective as well as economical. if the customer is upset apologize etc. and we will use feedback to improve service etc. Topinhar should achieve the optimum level of customer satisfaction. dynamic and complex market with many influencing factors the services are expected be better. Vitality program aiming enhancement of the personal well-being and effectiveness of the call officers. Call monitoring can be implemented with the cooperation of the employees in order to reduce the resistance to change. fun and sense of family can be promoted. the customer experience. but not in the expense of their employees. counseling and maintaining a improved work life balance will lead to improvement in performance. staffing levels and training and information technology. a pamphlet or information leaflet or even a briefing could be given before he enters in to the deal. with principles such as we will be fair and honest. 6 . competitive. The management has to realize that the organization cannot make the customers happy as long as their employees remain unhappy. Loyalty and productivity are concepts that cannot be purchased through mere incentive provision. as per Kaizen theory. which will result in a greater motivational acceleration.OB Ms. the customer might get annoyed. quality of patient and helpful in training and act as a mentor and model the behavior can be developed or employed to improve the motivating job factor in Topinhar. A set of well defined service standards should be developed and communicated to employees at all levels. nutrition and mental resilience. Corporate principles of Topinhar could be modified in order to support excellent customer service. and customer interaction. competent communication skills. The development of service standards brings consistency and reliability in delivery of services across the organization. consistent behavior. In a customer driven. the changes or modifications need to be adopted in order to make it successful is stated in detail. It has to be earned through the identified values of strong leadership and a peoplefriendly culture. call officer duties.Thanujah Muhunthan documentation. greeting the customer when answering the calls.Connect the incentive programs to customer satisfaction and team performance. By the monitoring program can under stand the current state of customer service and how it is delivered. The standards could include the telephone will be answered in XX number of rings. professional. cliques. Call officers should be instructed to provide on the spot focused answer for the question and after the customer selects the policy or product. Performance management and measurement systems could be adopted to enhance call officers’ performance and customer satisfaction. Supervisors with good interpersonal skills.Assignment No. Sense of belonging and mutual caring.01. procedures.
To enable this the management should communicate the disadvantages of the increased number of customer complaints and dissatisfaction and convince the staff with emphasizing the benefits and positive outcomes of the call monitoring program in order to make them actively participate and support the process. Make sure the telephony and IT sub-teams know their roles and responsibilities in carrying out their tasks. Explain the vision and reasons behind this monitoring system including benefits to customers and to Topinhar and to employees to the staff to minimize the resistance of change. Explain to the call officers that the call monitoring is not to catch the employees but to help improve customer service and to meet overall performance. By this the unforeseen complexities which cause customer complaints could be prevented. 7 . Initiate tasks to empower call officers in participate in the implementing process. Review the customer service goals and embed those in to the quality monitoring program and look for ways for improving the services valued by the customers and adds value to the organizational service. Appoint few call officers to system review sub team to represent agent feed back on what could be improved with regard to call monitoring program. where the kaizen theory of continuous improvement of the system itself can be in place in order to eliminate customer complaints.01. They have to have customer complaints to certain extent. There should be staff buy-in of the process. The top management commitment has to be there. i.OB Ms. Introduce self evaluations and involve call officers in evaluation criteria. Benchmark the process with the best performer in the industry.Assignment No.Thanujah Muhunthan Strategies to conduct a successful quality monitoring implementation in Topinhar. Inform them about the call monitoring implementation and create detailed project plans for each sub teams. Educate the call officers and sub team’s specific quality improvement goals and on purpose of the monitoring program.e the call monitoring program has to be well communicated and accepted by the call officers. By making them participate they can assist in identifying the causes of the customer complaints. which demands the innovation and continuous improvement in processes and keeps the organization in line with the market with better competitive edge. Conclusion Topinhar have to review the plan of implementation of the call monitoring program along with the above suggested changes within the organization in order to escalate the performance which leads to customer satisfaction and reduces complaints. Create team culture and introduce team based recognition and reward programs.