Case study 'THE CALL CENTRE AT TENGO LTD' Essay

Case study THE CALL CENTRE AT TENGO LTD - Essay frameworkTo facilitate clients, Tengo has customer heart and soul that provide various services to its customers such contact focus for spare parts, accessories and for ext finish product warranties etc. The customer center also provides technical support service for their existing customers and point for customer complaints. Tengo customer service centre also conducts field enquiries about Tengo products. Tengo contact centre is situated in green-field site situated in the outskirts of large town in the Midlands. This location also has other customer service centre that exerts broad pressure on labor market. Tengo holds good reputation for paying appreciable monetary compensation to its employees however, it does not have positive remarks regarding its employment policies terms and conditions. In recent past, Tengo on evaluation of HR mainly in customer centre concluded that centre is overstaffed conduced rationalization and restru cturing. Year-end customer feedback has reflected a line in service quality and HR manager is concerned to explore the element of people and process in this poor performance. According to Marr & Neely (2004, p.7) nowadays the customers of ring center are looking for more effective and efficient customer service. ... The report will also conclude with overall remarks on restructuring at Tengo customer centre. THE CHANGES AT TENGO CUSTOMER CENTRE In the periodic HR planning exercise in head-office, HR manager concluded customer centre macrocosm overstaffed with respect to its overall growth. For the purpose, staff rationalization and restructuring was conducted. The restructuring move resulted in many changes in the customer centre broadly can be defined nether following three heads (Coucke, Pennings, and Sleuwaegen, 2007) Reduction in the number of jobs Strict demarcation of boundaries of jobs Cost incurred on change product support system for customer. Interactive systems automa ted systems aimed to get two benefits of improved quality of service and reduced training and development of employees. Under new structure, entire staff of customer centre was reason into levels Level 1 constituted entry-level positions dealing with customer complaints. Majority of advisors were categorized under Level 2 across various departments. Level 3 advisors accounted those employees charge task of dealing with detailed technical problems CONSEQUENTIAL IMPACT Consequential impact of the HR move understudy resulted negatively. This new structure that defined boundaries ended the employees movement across the departments resulted in ending up of learning and development opportunities available to employees with rotation across department. Overall, call centre job has low inborn value (Sako, 2006). Call centre jobs are classified into two groups of quality oriented and quantity oriented. As the name implies, former is characterized with more multifaceted and secernate inter action of call agent with customer