留学生论文代写:呼叫中心的管理系统 Management Systems In A Call Centre [20]
论文作者:www.51lunwen.org论文属性:硕士毕业论文 dissertation登出时间:2017-01-23编辑:cinq点击率:22599
论文字数:10000论文编号:org201701231625482037语种:英语 English地区:英国价格:免费论文
关键词:留学生论文代写呼叫中心Call Centre
摘要:本文是留学生论文代写范文,主要内容是针对企业呼叫中心的作用及其在运营过程中遇到的问题进行分析与探讨。
he people working with the system as well as interacting with the customers are regarded as the building blocks of customer relationships. This aspect is also very important because implementation of any system would bring about organisational changes in terms of how the employees function or carry out their duties. In the researcher?s opinion, it was interesting to find out that despite the fact that the call centre under study was located in a developing country and literature studied during the course of this research largely represented the western world, shared similar issues. This indicates that the classification of Information Systems in terms of developing and developed countries is in some cases relative. A major point the researcher observed from this study was the fact that the call agents are burnt out. Literature suggests that employees that are burnt out could result in high labour turnover. In the writer?s opinion, if this aspect is not addressed by the management of the organisation fast enough it could have adverse effect on the organisation as a whole because the call agents are the mirror of the organisation in the sense that they are the ones that interact with the customers. Also it could cost the organisation a huge fortune to constantly keep hiring agents. Based on the research carried out, ways that may attempt to present ways the people process (call agents) can be given adequate attention as suggested by the call agents in the organisation under study can be in form of: Promotion: this was of great concern to the call agents as it was observed that most of the call agents had been working in the call centre for three - four without any idea or hope as to when they would get promoted. Most of them had experienced situations where there is a job opening in other departments, the likely hood of a call agent securing the position as compared to someone else in another department who may not spent as much time in the organization is very slim. It could be inferred that this discrimination is due the fact that there is a wrong impression about the educational status of the call agents. Thus most of the call agents are looking out for job opening in other organizations as they all unconsciously know that there is no career path for them in the organization.
Remuneration: this is could serve as a means for management to motivate the call agents. The researcher observed that most of the call agents have little or no form of enthusiasm in executing their jobs. There were instances as raised by the call agents where management had promised some form of benefits in terms of reward when a team meets their targets. But for some reason or the other it did not materialize at the time it was suppose to. The call centre is always the last to have any form of salary increase or get any rewards to motivate them. From the interviews, the researcher discovered that despite the call agents are the least paid in the organization, they generate the largest amount of funds for the organization. This is quite demoralizing. This is a possible explanation of why there is really no zeal in the call agents in executing their duties but rather they see themselves just biding their time till an opportunity opens up in an another organization. Top management support: is another important and essential factor for successful administration because they are required to deliver good leadership, strategic direction and alignment of v
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