The customer interaction systems Essay Example

The customer interaction systems Essay Example The customer interaction systems Essay The customer interaction systems Essay A reasonable budget to be put for this purpose, to support the reward system, and to push the wheel of motivation a head. In an organisation like a call centre, it is necessary to have suitable, flexible and motivated policies, in order to make the environment less stressful to the staff working in that organization. The theories discussed above provide different ideas and manners towards that. Maslow and Herzberg would appear to be perfect theories, due to the flexibility and the rewarding conditions in them. While McGregor theory seemed to be unsuitable to apply due to the hard system adopted by the managers in managing the organisations. Different views might rise regarding which theory to adopt, specially from the decision making groups in the organisation who would be able to decide the best option, in order to improve the performance of their organisation taking to account that there will be individuals to be affected by their decision, which subsequently would affect the productivity of both organisation and staff. It is important to solve the new trainees or inexperienced staff by holding a training programmes to introduce the new trainees, or to increase the experience to the current (CSRS) Taylor believed the need to ensure that the best person to do the job is selected and the training of those selected to follow the procedure derive scientifically. The design of a rewards and recognition program for a call centre needs to include an assessment of call quality evaluations, the number of calls handled, accuracy of information, sales-related targets (if appropriate), and bonuses for the achievement of targets or quality assessments. Team leaders and the call centre manager should also be included in the program as they are ultimately responsible for driving the overall performance of the. In addition, a reward and recognition program should not only encourage individual performance, but should also promote team performance. It is essential to achieve a balance between individual and team performance, without comprising team harmony and the overall quality of service delivery. The program can include incentive awards for example of outstanding customers service, the most number of calls taken in a week, and team member of the month as judged by other call centre staff or manager. Rewards offered for performance may include both non-cash bonuses and monetary incentives. Ultimately, the rewards and recognition program should be used to encourage desirable behaviours and the attainment of specific results. It is important that staff have some input on appropriate incentives. A specific budget should also be allocated to the call centre manager. Overall, call centre should have a planned and structured approach to recognising desired performance both on an individual and team level. Motivation can be raised by changing from a pure cost-saving culture, to one where the focus is on adding value to the customers experience. This involves a change in style. Fulfilling customer need and enriching that interaction becomes more important than simply minimising the time of the call and the productivity of call centre staff. This, in turn, demands a new style agent who becomes a multi-skilled customer manager (3). Technology, too, can help in this area. Ensuring that agents have as much relevant knowledge of the customers and their requirements as possible enhances customer satisfaction. Organisations also need to ensure that customers find it easy to work with the call centre for example, by ensuring that they are only asked to provide information once. The effective use of good computer telephony integration enables the operator to service the call in a way that impresses the customer. With todays technology, there is no reason why any company cannot do this and, of course, it will improve the job satisfaction of call centre staff. The other big technological issue is the Internet. Call centres need to be integrated in the customer interaction systems that will become the norm for most companies.