Case Solution

PIONEER INSTITUTE OF PROFESSIONAL STUDIES

Case on call centre

Presented to Developed by Prof. Mona Tawar Swati GuptaProf. Rashmi Choudhary MBA IVsem -HF

Roll No.- 10010212

ContentsIntroduction Situation analysisProblem IdentificationMain problemSub problemSWOT analysisDevelopment of alternativeSelection of alternativeQues & Ans

Introduction

Abusive customers effect the emotions of the call centre employees,it gives bad impact on their personal life. Key persons involved- Erin Calabrese Telephone customer service representatives at a financial services companyJane –credit card customer.

Many companies provides training to handle all these situation.

Still some representatives take it personally and live unsatisfactory life.

Situation Analysis

1. Customers shows over aggressive nature towards representatives .

2. Representatives are not comfortable in dealing with aggressive customer even they are trained .

PROBLEM IDENTIFICATION

1. Customers uses abusive words and they exaggerate things.

2. Ineffective training programs.

Main problem

1. Representatives are not comfortable with dealing aggressive customer as they uses abusive words, which effect on their personal life and make stressful life.

2. Customer thinks that company only wants their earning irrespective of customers needs.

Sub problem

Increase of absenteeism rate

Swot analysisSTRENGTH

Good CSR force

WEAKNESS

Ineffective training programAbsenteeism

OPPORUNITY

Advanced automated machinesExpansion

THREAT

CompetitorsUpdated technology

Development of alternatives

Representatives

a) Answer the phone immediate after first ringb) Begin by listeningc) Do not answer emotion with emotiond) Watch your tone e) Take responsibility, take actionf) Apologize when warranted

Customers

g) Put their problem politely and gently

Selection of alternatives

Apologize when warranted

Take responsibility and take action

suggestionsa) Acknowledge outstanding servicesb) Lead brainstorming sessionc) Create a fun contestd) Throw a party e) Let them laughf) Maintain a standard

Questions &answers

Que. From an emotional labor perspective, how does dealing with an abusive customer lead to stress and burnout?

Ans. Customer service isn’t an easy job, and it takes plenty of strong management to keep employees motivated and morale high.

Angry customers are one of the biggest challenges in the customer service industry. These frustrated individuals can quickly ruin the day of even best CSR – particularly if they are not trained staff to handle complaints competently.

They take it personally

Que. If you were a recruiter for a customer service call center, what personality types would you prefer to hire and why? in other words, what individual differences are likely to affect whether an employee can handle customer abuse on a day-to –day basis?

a) Communication skillb) Soft skillc) Adjust and manageable with every positiond) Typing speede) Interpersonal skillf) Knowledge about company and their services

Que. What steps should companies take to ensure that their employees are not victim of customer abuse? Should companies allow a certain degree of abuse if that abuse results in satisfied customers and perhaps greater profit?

Ans.a) Train them properly b) Ignore customer’s abusive words and warned them if they do repeatedlyc) Work according to processd) Stick with your pointse) No companies should not allow a certain degree of abusesf) Avoid mistake as much as , prefer customer needs

CASE -2Case On Communication Barrier

Introduction

Indane biscuits is a large scale factory located in industrial area

Workers works on daily basis

Key persons- personnel manager, supervisor and workers

They work systematically and co-ordination level is good in each level

Due to some communication barrier the factory had to suffer the position of strike And imposition of heavy penalties for re-opened

Situation analysisDue to communication barrier ,massage get misunderstood

Problem identification

Communication gap barrier

Misinterpretation and misleading information

Main problem

1. Communication barrier

2. Lack of Co-ordination and convincing skill

Sub-problem

1. Strike

2. Heavy penalties levied by labor department

Swot analysisSTRENGTH

Situated in industrial areaGood image

WEAKNESS co-ordination Lack of convincing power

OPPORUNITIES

Business growthDiversified to other segments

THREATS

New technologies

Developments of alternativesProper communication channel should be developed

Develops interpersonal skill

Trustworthiness

Selection of alternatives

New flow of communication should be adopted

suggestions

Communication is two way process

Adopt the 6 C’s principles of communication

Questions and answers

Que. Identify the communication barriers in this case ?

Ans.1. Semantic barrier-interpretation2. Different comprehension of reality-inferring barrier3. Some social psychological barrier

Que. Identify the flows of communication in Indane Biscuits ?

Ans. Downward Communicationbegins at the top of an organization and flows down. This information, required for employees to do their jobs, includes employee performance feedback, job instructions and promoting understanding of the organization's mission and vision to its employees. This information can be conveyed through circulars, letters and in meetings and organizational publications

Que. What role did grapevine play in Indane Biscuits

Ans. Grapevine generally develops due to various reasons. One of them is that when the employees sense uncertainty. Also, at times employees do not have self-confidence due to which they form unions.It hamper the goodwill of the organization as it carry false negative information about the high level people of the organization.

Indane biscuits suffered the effect of grapevine with the result of strike and heavy penalties.