Case on call centre

Presented to
Prof. Mona Tawar Prof. Rashmi Choudhary

Developed by
Swati Gupta MBA IVsem -HF Roll No.- 10010212

Introduction Situation analysis Problem Identification Main problem Sub problem SWOT analysis Development of alternative Selection of alternative Ques & Ans

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 company Jane credit card customer. Many companies provides training to handle all these situation.

Still some representatives take it personally and live unsatisfactory life.

1. Customers shows over aggressive nature towards representatives .

2. Representatives are not comfortable in dealing with aggressive customer even they are trained .

1. Customers uses abusive words and they exaggerate things.

2. Ineffective training programs.

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.

Increase of absenteeism rate

STRENGTH Good CSR force

WEAKNESS Ineffective training program Absenteeism

OPPORUNITY
Advanced automated machines Expansion

THREAT
Competitors Updated technology

Representatives a) b) c) d) e) f) Answer the phone immediate after first ring Begin by listening Do not answer emotion with emotion Watch your tone Take responsibility, take action Apologize when warranted

Customers

a)

Put their problem politely and gently

Apologize when warranted Take responsibility and take action

a) b) c) d) e) f)

Acknowledge outstanding services Lead brainstorming session Create a fun contest Throw a party Let them laugh Maintain a standard

Que. From an emotional labor perspective, how does dealing with an abusive customer lead to stress and burnout? Ans. Customer service isnt 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) b) c) d) e) f)

Communication skill Soft skill Adjust and manageable with every position Typing speed Interpersonal skill 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) b) c) d) e) f)

Train them properly Ignore customers abusive words and warned them if they do repeatedly Work according to process Stick with your points No companies should not allow a certain degree of abuses Avoid mistake as much as , prefer customer needs

Case On Communication Barrier

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

Due to communication barrier ,massage get misunderstood

Communication gap barrier Misinterpretation and misleading information

1. 2.

Communication barrier Lack of Co-ordination and convincing skill

1.

Strike

2.

Heavy penalties levied by labor department

STRENGTH

WEAKNESS

Situated in industrial area Good image

co-ordination Lack of convincing power

OPPORUNITIES Business growth Diversified to other segments

THREATS New technologies

Proper communication channel should be developed Develops interpersonal skill

Trustworthiness

New flow of communication should be adopted

Communication is two way process Adopt the 6 Cs principles of communication

Que. Identify the communication barriers in this case ? Ans. 1. Semantic barrier-interpretation 2. Different comprehension of reality-inferring barrier 3. Some social psychological barrier

Que. Identify the flows of communication in Indane Biscuits ?

Ans.

Downward Communication

begins 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.