Suppose you are a human resource professional helping to improve the performance
ID: 332356 • Letter: S
Question
Suppose you are a human resource professional helping to improve the performance management system of a company that sells and services office equipment. The company operates a call center that takes calls from customers who are having problems with their equipment. Call center employees are supposed to verify the problem is not one the customer can easily handle (for example, equipment that will not operate because it has come unplugged). Then, if the problem is not resolved over the phone, the employees arrange for service technicians to visit the customer. The company can charge the customer only if a service technician visits, so performance management of the call center employees focuses on productivity – how quickly they can complete a call and move on to the next caller. To measure this performance efficiently and accurately, the company uses electronic monitoring.
1. How would you expect the employees to react to the electronic monitoring? How might the organization address the employees’ concerns?
2. Besides productivity in terms of number of calls, what other performance measures should the performance management system include?
3. How should the organization gather information about the other performance measures?
Explanation / Answer
1) Employees might not find it comforatble to being monitored electronically all the time, there are some customers who are way too rude and blunt, in such a case custome care excutive is expected to react patiently, but it is not possible for excutives to be patient all the time if a customer over reacts, in such cases they become consious and feel frustated for being monitored electonically.
Organization can be a bit flexible to address employee's concern, i.e a or 2 hour gap of electronical monitoring and can provide relaxation from for for 10 mins after every 1.5 hours and also they can do this thing of not letting employee held responsible for outbursting on customers say like twice or thrice a week(obviously if a customer over reacts).
2) Productivity on such a case is primaraliry measured through Numbers, in this case, no of calls, however addition measures can be:
CUSTOMER SATISFACTION SURVEY
SERVICE DELIVERY TIME
PROBLEM RESOLVING TIME
QUESTIONNAIRES FILLED BY CUSTOMER ON THE SERVICE BEING PROVIDED BY THE INDIVIDUAL EXECUTIVE.
3)The main way of gathering information about the performance measure are:
(a) CUSTOMER SURVEY
(b) MARKET RESEARCH
(c) QUESTIONNAIRE DISTRIBUTION
(d) SOCIAL MEDIA INFORMATION GATHERING