Please read the case study and don't answer the questions which are below in the case study. Answer the one i posted.

Topinhar Call Centre By Michele Fromholtz Some 196 call officers work at the Topinar Insura t e the in ca r e for each the clock had ice www othe me of the Hocher leven when th e Thal les work during approape de maig the day. The group of employees generally worken, they do trwund e the day shim o.15pm, the ning shift i ng circumstances Superdele ( 12.15am and the night midnight is their role to put 15 m). The 15 t he end of each shift is aange the live the mpe de to enable mooth change ben callcers we r e not put in the and the sharing of an important formation making themselves the details with and We lls comes in an open plan office with cubicles. They and have the approved share desks through the posters there is die in general calls are routine chance t he control a personal mate, call e d the Employees in each group work on a fortnightly employees in the organisation. For example, a call Rose, working 10 straight and then having for ce might need toring the s ono ed doo The day evening and night shifts clarify the status of a c omer's the are allocated on a rotational basis as the evening and puter records are not showing the transact wight shiftsmorally not popular. Since there are indicated the case O ther were and evening shifts than a shifts, there when a new product is being che not much of a problem with this tions emerge and the call cen t e r workers are compelled to do such a shift only ther e to c h e need to m The pode pro office r questions Whem new the calle d changes wer e the call officers were with and special The werel the calls with The did not enorm and ther the phone alla problem that is Recent, the been concerned about become more frequent minc e of c omplaints. These in format al m al Questions 10 generic Once these com L. Do you th e plants are received the man with boring has some ch general inquiries about pro Explain your arcular section of the organs H re ng the i m a nd provide answers to customer questions. When new the call officers' calls on a random basis. The call products or major changes are introduced, the call officers were advised that this would be happening. officers are also paid overtime to attend special They were also advised to warn callers that the call training update sessions (usually only a half day in might be monitored and to ask whether this was duration). The call centre is the central interface acceptable. If the customer demurs the call officers between customers and the organisation, but behind must flag the call, which might otherwise be moni- the scenes there are other parts of the organisation tored by the supervisor on duty. The supervisor is - Accounts and Audit, Human Resources, Mar- located in a nearby office, visible to the call officers keting and Product Development, Claims and Inspec through a glass partition, although it is not evident tions and 35 retail outlets around the country. The which call officer, if any, the supervisor is monitoring company is affiliated with a larger global company at any particular time. Since the monitoring was and many of its products are replicas of that com- introduced three months ago as a quality control and pany's offerings. corrective measure, call officers have been feeling In the previous year, a survey of the call centre more stressed and less satisfied with their jobs, and workers conducted by the company's HR department some have left the company. Yet the number of com- found that the call officers generally accepted the plaints has not varied. Although some individual call pay, working hours, supervisors, office layout and officers have been summoned to a supervisor's office facilities of their jobs without too much unhappiness to discuss their methods and/or advised to attend Despite this, a large proportion of them felt bored training sessions to upgrade their phone techniques, because they did the same thing all day every day and most workers have been found to be performing well did not often have a real sense of the outcomes of and in accord with company requirements, their calls with customers. They also did not get Senior management believes that further moni- much chance to make friends with their co-workers toring should occur to get to the bottom of the since they were on the phone all day. problem -- that is, monitoring should continue and Recently, the company has been concerned about become more frequent an increasing number of customer complaints. These are mainly sent in written format as letters and emails Questions to a generic company contact point. Once these com- . Do you think continuing and more frequent mon- plaints are received by the company, along with i toring has some chance of identifying the causes general inquiries about products, policies and other of the complaintse Explain your reason. matters, no particular section of the organisation has 2. How might certain aspects of the organisation and been allocated to deal with the matters. They tend to its practices be impeding the optimum perfor go to the most relevant section, according to the mance of the call officers? nature of the complaint or inquiry. Many of the com- 3. What changes could be introduced to overcome plainants say they only deal with a dissembodied voice some of the current problems you have identified? and/or that their problem is not resolved quickly. The senior managers of the company were con- Developed by Michele Fromholtz, Charles Sturt University cerned enough to institute a system of monitoring This case is fictional QUESTION 1 - From the information provided in this case study, describe some of the issues (problems) faced by managers and employees in Call Centres. Explain Note: You are expected and encouraged to use any of the concept(s) theories you learned in this course to support justify your answers QUESTION 2 - In your opinion, what changes could be introduced to resolve some of the problems faced by Call Centres such as the Tropinhar Call Centre. Give justifications Note: You are expected and encouraged to use any of the concept(s) theories you! learned in this course to support justify your answers