Part B The following table represents a summary of information from 4 staff members of the Donations
Fantastic news! We've Found the answer you've been seeking!
Question:
Part B
The following table represents a summary of information from 4 staff members of the Donations team that processes inbound calls to take donations for a charity client. This information was provided by the Human Resources manager about each individual staff members of the team:
Tracy King has received a number of complaints over the last 6 months. The complaints stem around the fact that she is not able to give the customers detailed information about the charity and how the donations assist the organisation. Customers have complained directly to the charity and they are concerned that this lack of knowledge is damaging to secure regular donating customers. She is keen to take on some responsibility within the team so she can feel like she is pulling her weight. She is often very eager to socialise with her fellow colleagues rather than undertake her work tasks |
Sarah Hall is well respected amongst the team. She meets her KPI's each week. She is often the team member who deals with any issues when the Call Centre Manager is not available. She wants to take on more challenges and more responsibilities within the team, and has indicated that she would like to develop her people management skills and learn how to run the KPI reports. |
James Schneider is struggling with his work tasks. Often late for work, he is not meeting the weekly KPI's. He often starts a task and then gets distracted and forgets to complete the original task. He never answers an inbound call within 3 rings. He finds it hard to communicate with the other team members as he is quite shy |
Cherie Woodridge is the newest member of the Donations Team. She has only been employed for 6 months. She has injured herself 3 times in the workplace over the last 3 months. She is a perfectionist who at the present time does not fully understand the processes that she must implement with each inbound call. Constant mistakes on the database have made her frustrated as she knows she is letting the team down. |
You are to investigate these incidents and report the resolution to each incident to management. The resolution should include the improvements made in line with the organisations policies and procedures.
Related Book For
Mathematical Statistics With Applications In R
ISBN: 9780124171138
2nd Edition
Authors: Chris P. Tsokos, K.M. Ramachandran
Posted Date: