Timeshare Vacation Call Center Evaluation
When considering an in-depth evaluation of a business there are several factors to be considered. The industry, the company itself, the profitability, the employees and their efficiency all must be considered and evaluated accurately. Team A has been tasked with managing an outbound vacation timeshare call center, and will explain what types of measures used to ensure the call center employees are working efficient and effectively towards the company goals. A call center is used to promote sales because “having employees spend time on call handling prevents them from doing higher revenue generating tasks, so many companies add employees to manage their call handling. This drives additional overhead costs to a business.” (Forlex Sales, 2012)
The main areas a company will need to address when they are evaluating the business are the planning, organizing, leading, and controlling. (Robbins & Coulter, 2012) For the purpose of evaluating the standards already set and evaluating current practices, the company should focus on the controlling portion. This includes the standards, measurements of these standards, comparing these results then to the standards and the actions that the company will take after receiving the results. The way to do these important steps will consist of a few different items.
Measuring can be done with the personal observations, statistical reports, and the oral and written reports. (Robbins & Coulter, 2012) Then considering the comparison, a range of variation is best to help understand just how much the company is deviating from the standards; both with exceeding and with underperforming. Action is one of the most important steps because it will allow the company to then change the direction. This can be done through increasing the standards that are being exceeded, changing the training process to ensure quality sales individuals on the phones, as well as...