Mgt 521 Week 5

MGT 521 WEEK 5

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MGT 521 Week 5,

mgt 521 Week 5

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Learning Team Reflection

In this paper, team B will discuss several control measures to see how efficient and effective an employee is to an organization.

There are several key measurements for call center employees. Based on the actual position assigned, telemarketer, fronter, closer, inbound or lead distribution I think, “transitioned calls” is the easiest to track. Call transition is appropriate in each position within a call center as it is determined by the immediate success of the conversation with the potential customer.

By tracking calls that have moved from one agent to another, presumably from fronter to closer, one can assess the effectiveness of the not only the dialog, tone of the call, the script and employee enthusiasm used during the call. Once the call has been transferred it is now up to the closer to move it one last time to a “confirm” status. This is truly the most important test of effectiveness, getting the sale. It is relatively easy to move the call with emotion or a “but wait” transition, but unless the sale is made nothing has been accomplished and therefore nothing can be measured but failure.

Measuring lost calls, hang-ups and non-closes is equally important and can be tracking using the same format, “calls lost in transition”. Obviously these calls need to be readdressed or the employees retrained to overcome objections.

By using the “transitioned or moved call” in training, employees learn how to be efficient and sell their point very quickly. Time lost in a call center is money lost and by testing during training the calls become more efficient and effective very quickly as do the employees.

An individual measure that could be taken in order to track an individual employee’s efficiency is a review of their numbers and...