Formative Assessment 3 7MER Managing Employment Relations


you have just landed your first graduate role working in a call centre undertaking some resourcing for the business. The call centre is constantly busy, but you are expected to get the staff in and interested in the role. Discuss how you would effectively, efficiently, lawfully and professionally conduct yourself in such an environment. What short/term planning would you undertake and how would you go about it?


Table of Contents

Executive Summary. 3

1.0 Introduction. 4

2.0 Conduct in a Customer-Care Environment 4

2.1 Effective Conduct in a Call Center Environment 4

2.2 Efficient Conduct in a Call Center Environment 5

2.3 Lawful Conduct in a Call Center Environment 5

2.4 Professional Conduct in a Call Center Environment 6

3.0 Short-Term Planning and Implementation Strategies. 6

4.0 Conclusion. 7

References. 8





Executive Summary

This report has explored on resourcing strategies that can be used in a busy call center, the conduct of a professional and short-term strategy to improve the busy center. The approach used to evaluate the identified aspects has been informed by the need to link the associated employee practices leading to customer satisfaction in the call centers. This report has demonstrated the best practice of conduct based on HR policies and practices and prompt results ranging from employee satisfaction and productivity levels. This is since employee productivity has been linked to satisfaction, which eventually determines retention rates and absenteeism rates.



1.0 Introduction

The core function of a call center is to facilitate a voice-to-voice encounter between an employee and a customer using a different communication medium. According to Chicu et al. (2019), in an event the staff are not interested in the role or function as required, clients are limitedly satisfied with service delivered in call centers as opposed to the traditional brick and mortar, or face-to-face service encounters. A study by Makarem et al. (2009) had noted that the need for appropriate resourcing strategies in customer care is informed by the fact that in some instances, the employees are rude, long-waiting times, and poor service overall. Jasmand et al. (2012) introduced an ambidextrous behavior that calls centers employees to need to possess. This is characterized by the maintenance of services quality, being attentive, conscious, and responsive and assurance, client’s satisfaction and problem-solving. Additionally, they need to answer multiple calls within a limited duration while enhancing a resolution with additional activities such as adaptive selling. This prompts the need for call center resourcing, which needs to be done efficiently, effectively, lawfully, and professionally. This is the aim of this report with a recommendation on short term planning to be undertaken and strategies to be put in place.

2.0 Conduct in a Customer-Care Environment

As a resourcing person for the business, the best practice to get the staff in and interested in their role amid the consistent busy environment, the best strategy would be ensuring they are committed and motivated. Chicu et al. (2019) had suggested empowerment and organisation support. To ensure the effectiveness of resourcing strategies, there would a need to collaboratively take into account the need to attend a large number of calls within a limited time while at the same time taking into account the service quality, client satisfaction, and employee well-being. The need to focus on the employee-wellbeing working in the customer care department is informed by CIPD (2018) report that notes that customer care services provision is a thankless job with immense stress and customers pushing the attendant. To be in a position of working in such an environment, the customer care attendant must be personable, quick on their feet, patient, loyal, and quick learner.

2.1 Effective Conduct in a Call Center Environment

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