Calling center.doc - Running head Calling Center 1 Calling Center Experience Course name Institution Date of submission Calling Center Experience 2

Calling center.doc - Running head Calling Center 1 Calling...

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Running head: Calling Center 1 Calling Center Experience Course name Institution Date of submission
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Calling Center Experience 2 Introduction Clearly for any company or organization to be successful, there needs to be active communication between management and employees. The mission, vision, strategic, and organizational plans must be clearly identified so that everyone is on the same page. Employee engagement, dedication, and willingness to adapt to change are vital because an organization cannot be successful without them. Although employee engagement is a critical component of any successful organization, it is necessary that, the managers are appropriately monitoring staff performance and deviations. Measuring Performance “All managers need appropriate tools for monitoring and measuring organizational performance” (Robbins, 2012, p.493). The measurement of performance is based on the collection of the employee’s performance information. The overall analysis assesses how well the employee is performing to achieve the company's overall goals. A call center's primary goal is to assist the customer with the highest level of satisfaction. This is done by incorporating a performance management system. This system "establishes performance standards that are used to evaluate employee performance" (Robbins, 2012, p. 326). One necessary control measure that is incorporated into a call center is the efficient use of time by employees. Calls must be answered in a timely manner, but handled efficiently, so that time is maximized. Clear guidelines must be available on how to manage phone calls. This will
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  • Summer '17
  • bob

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