a report on call center industry

8/7/2019 A Report On Call Center Industry

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A Report On Call Center Industry

Done By : Amit Yadav

Roll No. : 10707

Course : Business Economics (HR)

Level : PCL 1


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Topics To Be Covered

Human Resource Planning Process

Training & Development Functionality Interpersonal Team Work Activities

Organizational Development

Workers Participation Management


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Definition : Strategy for the acquisition,

utilization and retention of an enterprises

human resources.

Stages of HRP :

Investigation

Forecasting

Planning & Control

of Manpower

Utilization


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Investigation

This would determine the manpowerrequirements for the business development.

Manpower requirements can be

figured by SWOT analysis of the

organization.

External Environments

Performance

Profitability


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Forecasting

Here Demand Analysis and Manpower supply is

initiated.

Demand forecasting helps in identifying

requirements of manpower for

various positions at different

points of time.

Main aim of forecasting is to

determine the number and

type of employees needed in the future.


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Planning & Control of Manpower

This involves developing plans to modify your

business plans and work accordingly to meet the

ever growing needs and challenges of the industryand the market.

Recruitment &

Training & Development.

Recruitment : Job Description,

Job Roles.

Training & Development : Knowledge

& Skill Development


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Utilization

Here , success is measured in terms of

achievement trend, both quantitatively and

qualitatively.

Quantitative achievement : Productive Trends,

Manpower Costs.

Qualitative Achievement :Achievement of Organizational

Objectives.


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Human Resource Planning

There would be 300 employees in Reliances

Call Center

No. of Employees Designation225 Customer Care Executives

25 Team Leaders / Supervisors

30 Technical Staff

10 Trainers

8 Operations Managers

1 HR & Training Manager

1 Operations Head


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Training & Development

Functionality Training is a process whereby an individual

acquires job-related skills and knowledge.

The main benefits of training are

improved productivity and motivation

of staff and also better quality

products being made.


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Different Stages In Training

Induction / Orientation

Introduce new employees to the business.

Overview to the organization

Overview to the processes

Provide employees with better

knowledge about the business

and the market it operates in.


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Pre-Process Training

Voice N Accent (VNA)

Pronunciation

Tips to improve your pronunciation

Observe the mouth movements of those who speak English

well and try to imitate them.

Listen to the 'music' of English.

Make a list of frequently used wordsthat you find difficult to pronounce

and ask someone who speaks the

language well to pronounce them

for you.

Record your own voice and listen for pronunciation mistakes.


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Liaisons

Words are not pronounced one by one. Usually, the end of

one word attaches to the beginning of the next word. This is

also true for initials, numbers, and spelling.

Spelling Pronunciation

LA [eh lay]

909-5068 [nai nou nain, fai vo sick

sate]


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Pronunciation of Alphabets

A aye I aai Q kyou Y why

B bee J jaye R arr Z zed/zee

C see/sea K kaye S es

D dee L el T tea

E ee M em U you

F ef N en V vee

G jee O owe W double

you/dubb -you

H aaich P pee X ekks


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Pronunciation of Numbers1 won 8 aait 50 fiftee

2 too 9 naain 60 sixtee

3 three 10 ten 70 sevntee / sevnee

4 foar 11 uhlevn 80 aaitee

5 faaive 20 twenty / tw nee 90 naaintee

6 six 30 Thir tee 100 a hunred / won

hunred

7 sevn 40 fortee


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Practice words list

The American T

The American T is influenced very strongly by intonation

and its position in a word or phrase.

Attorney Time Trigger Ten

The American R The American R is like a vowel because it does not touch

anywhere in the mouth. The American R is produced

deep in the throat.

Mother Father Number More


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Practice words list

The American L

The American L has two different pronunciations in

English, In the beginning or middle of a word, the tongue

tip touches just behind the teeth and L at the end of a

word. Because in this case the letter L has a shorter,

sharper pronunciation

Yourself Tell Level love Girl

Words with AU sound

Our Country Account

Words with A sound

After Transfer Pass


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Practice words list

Words with AA sound

Officer Possible Stop

Words with uh sound

Position Again Connect

Words with dn sound Warden Garden Pardon

Words with zh sound

Measure Revision Fusion

Words with H sound

Hollow Hyderabad Hello


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Transposition words

Words for W/V

When Where Vital Avoid

Words for S/Z

Was Since Hassle

Words for Age/Edge Message Passage College

Words with I/ee

Pick Peak Efficient

Words for P/B

Sample Temple Simple


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Transposition words

Words with T/D

Country Content Hunter

Strong D

Bottle Settle Better

Words with O/Awe Oak Oscar August

Y Factor

Yellow Elephant Yelling


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Customer Service / Phone Etiquette

Building Relationships And Customer

Loyalty With Every Interaction.

Assessments on daily basis

Games to improve Team Building,

Leadership Skills,

Inter Personal Skills,

Confidence Building, etc.


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Pre-process Certification / Final Pre-process

Assessment

MOCK Call

Scores above or to the level

Moves to Process Training

Scores below levelAgain attends Pre-Process

Training


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Process Training

Overview to the Process

Introduction to the User Interface of the Software

Daily Individual Assessments

which includes Mock Calls

Different Games to maintain

their skills


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Process Certification / Final Process

Assessment

MOCK Call

Scores above or to the level

moves to Process Allotment

Scores below levelagain attends the Process

Training


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Process Allotment According to the scores of

the final assessment

Respective Process is allocated according to an

individuals Performance in the Final Assessment

Individuals are shifted to their

respective process floors for

their On Job Training


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On Job Training (OJT)

Introduction to the Process Floor

Make listen the OJT trainees to LIVE calls

PKT (Process Knowledge Test)


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Call Center a Highly Monotonous

Job Dealing with phone calls one after otherwithout enough breaks, leads the employees

towards a mechanical mode of working. This

kind of work environment is a perfectbreeding place for stress.

Adding to the monotonous job situation,

employees also have to facethe brunt of arrogant and

rude callers.

Refreshers are Given.


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Interpersonal Team Work

We cannot neglect the importance ofinterpersonal skills in the workplace. If we

cant connect with the people who work

around us, our professional life will suffer. There are several things that we can do to

improve our skills and become closer to our

colleagues.

All of these tools will

ultimately help one succeed

in todays working world.


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Activities

Group discussions

Individual assessments

Role plays / drama Indoor / outdoor games

Group presentations

Free speech on any of yourproud moments at work

place or in personal life


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Organization Development

ReferencingT

o EthicalS

tandard Misrepresentation of the consultants skills

Misuse of data

Value & Goal conflicts

Technical Ineptness


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Organization Development

Referencing To Client Relationship

To enlarge the database for making

management decisions

T

o expand the influence process To become more responsive

To legitimize conflict as an area of

collaborative management

To Examine its own Leadership

Style and Ways of Managing


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Workers Participation

Management (WPM)

Meaning

WPM is a system where workers and

management share important information with

each other and participate in decision making. It is

viewed as industrial democracy based on the

principal of equity, equality and volunteerism.

It gives right to workersrepresentatives to criticize and

offer constructive suggestions

for better management.


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Workers Participation

Management (WPM)

Benefits to the Organization

Increases motivation

Rapport between top management and bottom

line

Efficiency increases.

Implementation becomes easier


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THANK YOU

a report on call center industry

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