Essay

Summary

The case study is all about the control that the Telebank PLC has over the customer care clerks working for them. The office building is located at a very isolated area where there is not many buildings beside. Since the bank holds very confidential and vital information about their customers, the security of the building is quite tight. A number of checks needs to be done before being permitted to enter the office. Being a customer care consultant, they are required to answer queries from the customer's of bank about balance of their account, the recent movements involved in the account and other personal details on their bank account. Since the confidential information are allowed to be viewed by the clerks, they are expected to keep the information discreet. Surveillance cameras and voice recorders are installed around the working space to track the information given out. Work which is done or displayed on the screen of the clerk will be scrutinized by the manager which means they are being supervised constantly. Their system does not allow them to answer the calls manually, instead the calls on waiting will be automatically transferred to them. To be able to answer the calls promptly, they will have to be seated in their desk throughout their working hours. The number of minutes, number of calls waiting, duration of call will be displayed on a big LED screen to make the clerks be aware of the current situation. The manager, Gary, believes that such a system is the best for the company as it will be to track everyone constantly and it make sure they are working proactively. In contrast, the clerk feel that customer care staff should be more concern about providing effective service for every individual. Despite the way the clerk feel, the management wants more call volume instead and insist in maintaining calls with shorter durations.