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Foreign and Local Literature Essay

This particular chapter presents the review of Foreign and Local Literature and Studies relevant to the present study.

Related Literature
Foreign Literature

According to the book entitled “Call Center 100 Success Secrets” in December 6, 2007 authored by Gerard Blokdijk. The 100 Success Secrets is not about the ins and outs of the call center. Instead, it answers the top 100 questions that we are asked and those we come across in forums, our consultancy and education programs. It tells you exactly how to deal with those questions, with tips that have never before been offered in print. This book is also not about a call centers best practice and standards details. Instead it introduces everything you want to know to be successful with and in a call center. Well this book gives emphasis about the topics. The Difference Between an Advanced Call Center and A Large Call Center What Does an Appointment Setter Call Center Part Time Employee Do? Taking a Closer Look at Customer Service Offices in Call Centers The Voice of your Product or Service Get the information you need through A Data Entry Call Center Call Center Jobs

Taking Chances on a Call Center Career Conquering Challenges of Call Center/Customer Service Managers Manage the Telemarketing of Products through Call Center The Qualities of an Effective Call Center Financial Services Representative Qualities of a Call Center Representative Call Center here at your Service Call Center Supervisor Manager for High Tech Companies in Austin, Texas The Need to Train a Call Center Agent Tips on How to Provide Excellent Customer Service towards an Exciting Call Center Career Call Center: An Answer To All Your Queries Standard Requirements for A Call Center Agent Applicant What is the Nature of the Job of Call Center Agents? How the Call Center Airline Industry Works The Life of A Call Center Analyst The Call Center and its Customer Service

Why Choose Call Center Careers?

The Call Center Conference Call Center Consultants: A Hassle Free Solution To Manage Call Center Call Center Consulting For Your Company Call Center And Customer Service: One And The Same Customer Service And Call Center Jobs: The responsibilities Of Order Desk Supervisors That Can Lead You To Great Opportunities The Many Career Options Open To An Experienced Call Center Customer Service Rep Call Center Customer Service: Supervisor and Manager Positions The Responsibilities Of Call Center Director How Call Center Employment Keeps BPO Companies Grounded in Reality Why You Need A Call Center Furniture Call Center Jobs: How To Find One? What You Need To Know About Call Center Management The Different Types of Call Center Management Jobs The Main Responsibilities Of Call Center Managers The Operation in a Call Center Call Center Operations Manager The Operators in a Call Center Call Center Or Customer Service: What It Can Do To Your Company The Facts About Call Center Outsourcing Call Center Pricing Is Affordable The On-the-Job Duties of A Call Center Rep

Call Center Representative: Frontline In Customer Service Why Call Center Sales Training is Important for New Hires The Services In a Call Center Call Center Software: A Great Tool For Call Center Management Offshore Outsourcing the Call Center Solution for Western Companies Why Call Center Solutions Are Important to Everyone Your Challenge: Being A Supervisor In A Call Center Why You Need Call Center Support The Qualities of a Call Center Vice President How to Prepare for Call Center Work at Home The Many Advantages of Establishing a Call Center Work from Home Call Center Career: Clerical, Typing And Word Processing Skills A Must! Client Services, Call Center And Customer Service: A Great Solution To Meet Consumer Needs When Is A Collection Call Center Customer Service Representative Necessary? The difference of our thesis with this book is our thesis mainly focus on the questions to be answer such Why the undergraduate people was able to get a job while the fresh graduate was having a problem? Why Call Centers always get sick easily, headache, fever, stress and etc? How to adapt this kind of environment? Why lot of people are resigning after a couple of the months? , also the result of our study will be serving as a guide of other people who would like to enter this kind of industry.

According to the article entitled “Making the Right Calls” in March 09, 2006 authored by Tom Rieger . If a representative meets all the quality requirements but does not help the customers , the representative and the company is considered fail. Providing great customer service in a call center is challenging. The action never stops, and managers are inundated with data. Everything a call center employee or team does is measured and monitored, from call quality to handle time to schedule adherence to unit cost. Reports are constantly sent out, and feedback sessions are frequent. Ultimately, success in a call center comes down to how well each customer service representative engages each customer.

Despite continuous reporting, feedback, and monitoring, and regardless of the reams of data, many call centers struggle to improve their levels of performance, and organizational barriers often prevent improvement. By conducting a series of formal audits in nine different call centers in four different industries, Tom Rieger had identified four barriers that can substantially undermine local efforts to improve employee and customer engagement in call centers. Those are the following , No time to coach , No time to learn , Confusing the process with the result , Poor alignment and communication with other departments .

Well this journal mainly focus with the barriers that can substantially undermine local efforts to improve employee and customer engagement in call centers such as team leaders have limited time to invest in their teams, such as coaching CSRs on how to create customer engagement or working to improve employee engagement. And training is useless if centers don’t give CSRs time to apply their new learning on the job. Most call centers, though, don’t allocate any time to help CSRs stay informed about changes; even when centers make time, they don’t help managers or CSRs sort to the highest priority changes. Yet CSRs are held accountable for implementing these changes, even though they often get in trouble for logging off the phones or checking e-mail to find out about them.

The most important part of a customer service representative’s job is providing good customer service. But few centers enable customers to rate their experience; fewer still track the customer experience at the individual CSR level. More often, a CSR’s customer service performance is subjectively determined by someone other than his customers, using a checklist of phrases and behaviors that may not have anything to do with providing good customer service. Ultimately, “what you grade” determines “what you get.”

If a CSR meets all his quality requirements but does not help the customer, the CSR and the company have failed. Too often, call center managers’ goals are unrelated to the goals of the internal groups they support; similarly, the internal groups’ goals can be unrelated to what happens in the call center or to the customers who call. As a result, promises made at one customer touchpoint may not be fulfilled at another. It also gives emphasis that few companies use their customer service centers to channel customer opinions back to the organization. Instead, too many companies use their call centers to push multiple and often conflicting initiatives at their customers. In our thesis focus on why the undergraduates was able to get a job while the fresh graduate was having a problem? Why Call Centers always get sick easily, headache, fever, stress and etc? How to adapt with this kind of environment? Why lot of people are resigning after a couple of the months? , also the result of our study will be serving as a guide of other people who would like to enter this kind of industry.


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