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assignment范文:Management Systems In A Call Centre

时间:2015-09-01 11:47来源:www.ukthesis.org 作者:英国论文网 点击联系客服: 客服:Damien
assignment范文:Management Systems In A Call Centre

本文主要讲述了呼叫中心的管理系统。呼叫中心是最常见的组织,许多项目都集中在呼叫中心从不同的角度解释他们的管理和绩效。在这个项目中,作者试图找出这两个主要的观点,探讨绩效管理系统在一个呼叫中心来的重要性,提高呼叫代理性能并找到有效的使用。

ABSTRACT:

Call centers are most common mean by which the Organizations can reach out to their customers and this explains their rapid growth. Many projects have been focused on call centers in order to explain their management and performance from different perspective. In this project, I have attempted to identify the two main perspectives and to explore the effective use of performance management systems found in a call centre to improve the performance of a call agents. This project was conducted in a sit-up ltd based in west Acton London, while I was working as a contact centre 1st line manager and as a customer services Team leader,. The project involved semi-structured interviews with thirty call agents and three IT employees. The analysis of the data was based on the management techniques and performance of a call centre agents on daily basis . Information systems present were standard and up to date which could also be found in any call centre and the working condition is a common issue found in most literature. Hence the highlight of this project is on the fact that there is still the need for human interaction with information systems. We have focused on that issue that The people aspect of the call centre is been ignored, hence organizations are producing burnt out employees which in long terms could have a diverse effect on the organization despite the implementation of up to date and functional information systems.

ACKNOWLEDGEMENT

Firstly, I want to express my profound gratitude to the one and only Almighty God Who in His infinite mercies blessed me with this opportunity of undergoing learning at work partnership programme , M.A Computer and Business studies. Thank you all for your guidance throughout the academic year. Words are not enough to express my feelings . I want to specially thank and dedicate this project to my parents.. I want to thank Dr. Howard cowte, who taught me to believe in myself and in my work because he never let me off with a poor argument. Thank you again. Finally, I want to thank all my friends for their words of encouragement, support and friendship. Specially when I was going through hard times with my health.

The CALL CENTRES. INTRODUCTION:

dynaTrace is the innovator and emerging leader in application performance management (APM). The company offers the only continuous APM system on the market - one that can monitor all transactions at all times and one that is used by all key contributors to application performance - architects, development, test and production. Industry leaders such as UBS, Salesforce.com, Renault, EnerNOC, Fidelity, and Thomson Reuters use dynaTrace's patent pending technology to gain deep visibility into application performance, identify problems sooner and reduce the mean time to repair issues by 90%. Leading companies rely on dynaTrace to proactively prevent performance problems from happening and quickly resolve those that do occur - saving time, money and resources.

Call centers are part of out daily life today as ATMs, self-service supermarkets and internet shopping (ebay). All of which are "new age" service delivery systems that the customer at large has had to accept and live with (Mahesh and Kasturi, 2006). Call centres are being used by many organizations in a wider contexts, hence the variations in their operations range from strategic purpose to the nature of technology used and finally to management style and priorities (Taylor and Bain, 2001). According to Calvert (2001), he observed that based on the several researches done on call centres, about 95% of call centres are reported to supply information to customers and about 74% process complaints. Hence it can be concluded that the 3 main drivers for call centres indentified are

Improve customer services to retain their client's base.
Gain new customers and after sales service.
Reduce cost as compare to face to face clients and also to improve efficiency.

A call centre in general, is regarded as an interface between customers and an organization's system (Information Systems and performance systems), in order to complete a well specified transaction such as generate sales; provide solutions to existing clients or advice on quite complex and technical issues like broadband support for their internet clients . Over the years, the advancement of IT, product and process knowledge as well as customer information are set into the system which has helped to reduce cost of training. This has therefore ensured core-service modules to be standardized; customized and at the same time has enabled the front line staff or call agents to concentrate on the customer and their interaction (Frenkel et al, 1998). Therefore, the purpose of this project is to explore the work environment of the call agent with respect to performance management systems, customer services and information systems. Highlighting the challenges they are constantly faced with, when executing their duties. Project was done while observing the performance and management in many departments of sit-up ltd,

RESEARCH FOCUS

This project was focused to explore the effective use of performance management systems in a call centre of sit-up ltd. The main questions this project seeks to investigate are daily tasks and targets:

What are the working conditions in today's call centres and the call agents are subjected to?
How do performance management systems affect the call centre working environment from the call agents? perspective?
How does the work environment affect the agent emotionally?

THE AIMS AND OBJECTIVES. The main aims and objectives for this project include:

1.Identify the state-of-the-art performance management system in the call centre used in the organisation under study. This would enable us to understand the level of advancement of information systems in the organisation.(责任编辑:BUG)


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