Essay Management and Concurrent Control

Submitted By shecker1794
Words: 928
Pages: 4
Open Document
Call Center Control Measures
Scott Pellow, Samantha Hecker, Natasha Beckett
MGT/521
June 29, 2015
Les Colegrove
Call Center Control Measures

Call centers touch our lives on nearly a daily basis. We call for support of our Internet, computers, and our plethora of other devices/services. We all have been on hold for tremendous amounts of time waiting for our turn. Call centers track a variety of measurements to work to prevent these type of issues from happening. It is important for the leaders in the call center to be able to control and measure the employee performance as well as the organizational performance to better serve the customer. Organizational controls are required to understand how the call center operates as a whole unit. For example, when the low and peak hours seasons will be to staff accordingly. Employee measures are required to develop the staff and maintain a healthy balance within the ranks while driving quality higher on a consistent basis. Feedback is important for both the employee and organization; choosing how to control and measure is equally important. To see how efficient and effective an employee is, managers should measure the agent's performance against company standards. Feedback control takes place after an activity has been completed. It gathers information on how employees are performing. “Call centers have their set of Key Performance Indicators (KPI) that managers can use to determine the success of their operations” (Reh, n.d.). Some Key Performance Indicators are abandon rate, call handle time, first call resolution, transfer rate, hold time, and revenue. First Call Resolution is a measurement of the agent's performance that gives information on the amount of calls resolved during the original call without the caller having to call back a second time. This measurement is similar to an employee's transfer rate, which is how many calls required transfer to another department instead of being resolved with the original agent. Call handle time measures how quickly an agent can resolve the issue on the initial call. A company will also use Quality Monitoring programs to measure an individual's performance. These programs will observe an employee's phone etiquette, knowledge and professionalism as well as measure the metrics stated above. Also, customer satisfaction surveys are a great tool to provide feedback to the agents. It provides the agent on what he or she excelled and what areas need improvement from a customer's point of view. Feedback control not only provides managers with information regarding the efficiency of their agents, but it can also help motivate the agents. Managers must acknowledge his or her role in the organizational productivity objectives. Managers require high performance and progressive results from the staff. Working within an organization that expects employees to handle calls daily to ensure goals are met, entails the ability to obtain growth in their business. As a higher level manager in a call center environment, which requires the drive, self-determination, and patience. Many employees lack the ability to lead, which allows the manager the opportunity to lead by example. The concurrent control or walk around management method ensures the employees are meeting goals and performing as measured. Concurrent control gives the manager the chance to guide and assist while in the process of managing a call. If any employee were in a difficult situation with a customer, the manager would use the concurrent measure of intercepting the call. Most consumers prefer to speak to higher management when making decisions. It allows the consumer a source of control as well. According to Barnat (n.d.) "Concurrent control sometimes is called screening or yes-no control, because it often involves checkpoints at which determinations are made
Show More

Related Documents: Essay Management and Concurrent Control

Essay on Software Configuration Management

Software Configuration Management Section A: Multiple Choices 1) Which of the following should be considered as Configuration Items for any project: Project plan, Requirement specification, Class diagrams Design specification, Design tools, Activity diagrams Source Code, Test plan, test Script, Test tools, Test results All of the above 2) In check-in, check-out model, version branching and merging are represented by a structure known as Version Graph History Graph Structure…

Words 2318 - Pages 10

Quality Improvement In Healthcare

healthcare. Health care quality is the degree to which health services, for individuals and populations, increase the likelihood of desired health outcomes and are consistent with current medical knowledge. Quality improvement is mostly process management. Since health care is a complex system, we would need to target different processes at a time. ”Meaningful quality improvement must be data driven” (Deming). This data needs to be not only timely but also delivered within the right context. Managed…

Words 922 - Pages 4

Essay about Management

Introduction to Management Study Guide 1 Chapter 1 First line manager – manage the work of non-managerial employees who typically are involved with producing the organization’s product or servicing the organization’s customers. Middle managers – manage the work of first line managers and can be found between the lowest and top levels of organization Top managers – are responsible for making organization wide decisions and establishing plans and goals that affect the entire organization…

Words 2384 - Pages 10

WK5 Assignment Essay

preferred method of control, “feedforward” control as this style requires significant upfront structure to define guidelines that control the process. Instead, I will rely on the “concurrent” method of control which will play well off my people skills and creativity. We will be more successful adjusting processes during actual application rather than the feedforward method designed to control processes in hopes of preventing issues (Robbins & Coulter, 2012, p. 494). I believe this management style will…

Words 966 - Pages 4

How Can Design for Logistic Concepts Be Used to Control Logistic Cost and Make the Supply Chain More Efficient? Essay examples

1. How can Design for logistic concepts be used to control logistic cost and make the supply chain more efficient? Design for logistics is a series of concepts in the field of supply chain management involving product and design approaches that help to control logistics costs and increase customer service levels. The concepts include the three key components, Economic packaging and transportation, Concurrent and parallel processing, and Standardization. Economic packaging and transportation…

Words 970 - Pages 4

Database System Concepts Essay example

Chapter 1: Introduction Database System Concepts, 6th Ed. ©Silberschatz, Korth and Sudarshan See www.db­book.com for conditions on re­use Database Management System (DBMS)  DBMS contains information about a particular enterprise  Collection of interrelated data  Set of programs to access the data  An environment that is both convenient and efficient to use  Database Applications:  Banking: transactions  Airlines: reservations, schedules  Universities: registration, grades…

Words 1215 - Pages 5

management unit6 Essay

Bureaucratic Control Systems Professor Ness The discrepancy Lei discovered of the time sheet and expectations of duties that employees should be performing can be resolved by using the bureaucratic control system. An understanding of this control system is important to implement the system. This control system is designed to measure progress toward set performance goals and apply corrective measures to ensure that performance achieves managers’ objectives. (Batemen, 328) In other words, control systems…

Words 549 - Pages 3

Kirk Samuda, Kirk Patrick Samuda, - Information Security Management issues Essay

associated with the management of organizations information Systems (IS) infrastructure, is very dependent on information related to configuration management (CM). This is the practice of accumulating detailed updated information that describes hardware and software within the organization. Such information will most likely include the updates and versions that have been used to installed software and the network addresses and locations of hardware devices. Of much concern to management is the issue of…

Words 774 - Pages 4

Chapter 1 Essay

related data. Data:  Known facts that can be recorded and have an implicit meaning. Mini-world:  Some part of the real world about which data is stored in a database. For example, student grades and transcripts at a university. Database Management System (DBMS):  A software package/ system to facilitate the creation and maintenance of a computerized database. Database System:  The DBMS software together with the data itself. Sometimes, the applications are also included. Copyright…

Words 1869 - Pages 8

Analysis Of A Total Music Affair

music accessories. Our intentions are to take the five information systems depicted and boost our new business straight to the top. We want to stock our business with quality and original music. This will require extensive use of organizational management with our store. CDs had taken over, and even cassettes were more popular. Later, digital music was newer and more accessible. In the late 2000s, however; records were selling quickly, despite an overall decrease in album sales. By 2010, the trend…

Words 1224 - Pages 5