Learning Team Reflection Week Five

Learning Team Reflection

MGT/521

October 14, 2013

Dr. Mary Weber

Learning Team Reflection

As manager of a call center it is very important to figure out ways to manage the effectiveness and efficiency of each employee. There are a certain amount of phone calls that should be received during a work shift. The customers must be pleased with the service that they are receiving from the call center to keep business successful. The steps in making sure that these goals are reached take time and need to have the proper measures in place. This paper will describe several different ways to evaluate the efficiency and effectiveness of a call center.

Scorecard Evaluation

A good system for evaluating the call center is to have a record (scorecard) that measures the metrics, such as customer service satisfaction. Getting the input of all the stakeholders in this is important and should include the personnel who work in the call center. This will give management an idea of the progress that each employee will make in a single day. The way in which the progress would be tracked is on sheet labeled with the different columns. The Columns should reflect calls received and orders placed. That would be the way to get a detailed view of daily progress.

Listening and recording calls on a random basis is also an excellent way to evaluate the efficiency of the call center employees, and will provide excellent training opportunities as well. Also, having calls recorded can be important in any disputes brought by disgruntled customers. This data analysis of the scores shows management how the employees are doing, what is working, and what is not working. The management should have a sample of calls used for calibrating the scoring and compare scores on a regular basis to make sure scoring is consistent (Reh, 2013).

Overall Performance Evaluation

To find out how effective and efficient call center employees are to examine their current standings in regards...