A Call Center As A Customer Service Representative

I work at a call center as a customer service representative. We usually don’t have teams created to be able to finish a common goal. Instead, we are given certain time restrictions such as call time, call waiting time, and even breaks. Our supervisor had brought before us that her supervisors and the company vice president wanted us to be able to cut down call times to be able to increase our monthly numbers. The actual issue was that we were understaffed, poorly compensated, and had a loss of autonomy that took its toll on the work environment. Many of my coworkers felt that change was needed and it seemed that the higher ups also felt that way. The company instead opted to listen to our concern as well as create a team effort to attempt to gather information on our concerns. Our supervisor took us into the conference room, which is not all that pleasant. It’s a simple room with white walls and no decoration of any kind. It just had a table and seats around it. Once we were informed of the situation and the limited agents we had available in the customer service department, we began to think and process information as a team. Looking back at that interaction I can definitely feel that we lacked in describing and analyzing the problem. My coworkers and I felt that we had lost a team morale, loss of autonomy, and being short staffed. Our boss and the higher ups in the company believed that we weren’t being restricted enough or maybe needed better equipment. They didn’tShow MoreRelatedCustomer Service Call Center Representative832 Words   |  4 Pagesâ€Å"Craigslist† on an open position for a Customer Service Call Center Representative. I currently have experience in a call center environment as a representative staff member and trainer with more than twenty years in customer service, sales, banking; and retail management. I have enclosed my resume along with this cover letter for your review. My knowledge of customer service call center trainer, along with numerous call center certifications, and rewards in customer service, would assist me in being a wonderfulRead MoreJob Design And Hrm : Case Study Essay1260 Words   |  6 Pages2016 Job Design and HRM The customer contact center, also referred to as a call center, is the primary method for clients to interact with their customers on an immediate basis. As a result, the call center agent typically sets the expectations that the customer will receive with the company. Therefore, it is important to staff the center with professional and knowledgeable customer service representatives. Specifically, It is essential that call center personnel have strong interpersonalRead MoreI Have A Passion For Customer Service1584 Words   |  7 Pagesfor customer service I have been in customer service for over 20 years. I deliver superior customer service to external and internal customers. I am very tentative, and believe in modeling southern style behaviors and attributes while assisting customers and my peers. I have over 5 years’ experience in Customer Service with Georgia Power fluctuating from the Customer Care Center, the Local Office and New Service. Currently, I Provide superior c ustomer service to external and internal customers toRead MoreZappos Case Study1378 Words   |  6 Pagesperfecting their customer service ways. It is understood that Zappos does not pay for advertising and proof that they do not need it, is that most of their orders are from repeat customers (Bulygo, 2013). The success of Zappos can be directly linked to their exceptional customer service. They take pride in their employees and customer service as everything they stand for is dependent on both. Zappos is not recognized by the products that they sell, they are renowned for their customer service and the lengthsRead MoreCall Centers1308 Words   |  6 Pagesstating, â€Å"Call now, operators are standing by,† your call is being answered by a call center. Call centers are locations that can perform a variety of tasks for a business. According to Wikipedia.com, â€Å"A  call centre  or  call center  is a centralised office used for the purpose of receiving or transmitting a large volume of requests by  telephone. An inbound call centre is operated by a  company  to administer incoming product support or information inquiries from consumers. Outbound call centers are operatedRead MoreZappos Case Study1578 Words   |  7 Pagescaliber of customer service in which th ey provide. At Zappos, they readily support their employees with everything they need to be the best with each employee undergoing a thorough seven week training process. Zappos is a well-known customer service entity and an even more remarkable company culture can be attributed to their CEO, Tony Hsieh. He wanted to create a culture that would be fun, accepting of all, friendly, and happy. His objective was to have an atmosphere within the call center that wouldRead MoreVirtual786 Words   |  4 PagesAnswer 1. In order to improve customer service at Datatronics Matt will need to present a solid case in which he should consider the following items: †¢ How many customer service representatives are working in the Datatronics call center? †¢ What is their current knowledge of the products and what are some of the areas they will need to catch up on? †¢ How much time does a CSR spend on a single call on average? How many calls end up unresolved with the first call? †¢ What is the potential forRead MoreEthical Behavior At A Call Center1724 Words   |  7 PagesAnyone who works, or has worked in a call center will know that there is no other psychological experience like it; especially being hooked up to a phone that never stops form the beginning of the day till the end and being on the receiving end of all negative consequences from decisions made by untouchable figures at the top of the food chain. Any slip ups; you’re the one being called in the office and placed on a step of discipline or even terminated. In a call center, time is everything: precise clocking-inRead MoreCustomer Service Environment Is Extremely Important919 Words   |  4 PagesListening in any customer service environment is extremely important. However, professional call center agents face extra challenges that brick-and-mortar customer service employees typically don t have to address. Why? Because without using intentional listening techniques while assisti ng customers over the phone, you risk frustrating your caller before the conversation even begins in earnest. To understand how important it is to train employees the differences between call center interactions andRead MoreDell: Supply Chain Management and Electronic Commerce Essay1415 Words   |  6 Pageswell known for its customer-oriented services such as supply chain management and electronic commerce. More specifically, the supply chain management (SCM) used by Dell allows customers to build their own PC online and successfully satisfies each customer’s specification. The selling and buying of products in Dell is conducted over electronic systems, for instance, online transaction process enables consumers attain various services through the Internet. Such considerate services advanced Dell among

What Is A Startup - 956 Words

What Is a Startup? The word â€Å"startup† has become ubiquitous in American vocabulary. However, there is really no common understanding of the definition. Wikipedia defines a startup as â€Å"an entrepreneurial venture, typically describing newly emerged, fast-growing business.† Yet, if you look further, you’ll find that different people mean radically different things when they use the term. Some people define a startup simply as a newly registered firm with at least one employee, the founder. However, many also include the attribute of scalability to the definition. Others only consider businesses that develop software or produce hardware businesses as startups. So, why do we care that there are various ways the word â€Å"startup† is used? Well, since there are so many conflicting definitions, it s difficult to keep everyone on the same page when you re discussing economic policy issues related to startups. The reality is that a startup is temporary status applied to all business ventures when they re looking for a viable business and economic model. For example, no one can argue that the brand new mini-cupcakes shop or self-serve frozen yogurt stand that popped up around the corner aren t startups, at least not until they prove they are viable. I portend that a startup is any business that has not yet reached profitability at which point they loose their status as a startup and are in fact a business. However, I have recently noticed that the press, and even certain groups ofShow MoreRelatedIntroduction : What Makes A Startup?2279 Words   |  10 Pages Introduction: What makes a startup? Startup companies have gained enormous attention in recent years. The term startup became more commonplace during the dot-com boom where technology businesses were founded at an unprecedented rate. 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Heinz Ketchup free essay sample

Heinz was experiencing a significant issue with its strategy in term of distributing their product to a retailer that shelves not only Heinz’s product but their own as well. The retailers have a commanding role in placing Heinz products alongside the in-house ketchup they make as well as other brands. This creates a significant problem for Heinz in terms of maximizing profits by increasing sales since the retailer is not only concerned about Heinz but also concerned about the private label it sells itself. Heinz sees a benefit in selling the larger bottles of ketchup but the retailers see that as a threat to its own brand and therefore creates a conflict of interest. List any outside concepts that can be applied: A company such as Heinz needs to strategically set their prices keeping in mind historical data relevant to its consumers and at the same time have enough margin for the retailers that are shelving their product. We will write a custom essay sample on Heinz Ketchup or any similar topic specifically for you Do Not WasteYour Time HIRE WRITER Only 13.90 / page There are different avenues that Heinz could primarily take in order to alleviate itself from any discrepancy through price setting that could arise from the retailer and/or the consumer. Cost-based pricing: This method of pricing is contingent upon accounting data and keeps the Return On Investment (ROI) in mind when setting prices. Typically, cost-based price approaches are cost-plus pricing, target return pricing, markup pricing or breakeven pricing. Competition-based pricing: This can be simply stated as the prices are being set with keeping in view what price tag the competition are putting up on their products. Customer value-based pricing: In this method of price setting value-based pricing is given significance. The perceived customer value of the product has leverage in price setting and therefore the price revolves around how a company such as Heinz could increase customer value. This method of price setting for a commodity such as Heinz ketchup could be an intricate issue for the company. Heinz understood that it needed to add value to customers by innovating their product, creating shared value but keeping in mind what the after affects could be of price. Heinz created an upside down bottle which pioneered the way consumers used bottles. They also introduced bottles that were packaged to cater the needs of those households or businesses that saw more value for their dollar. Heinz also promoted their products through price promotions for selective products, however this created a significant marketing problem. Heinz cannot simply compete solely on price as there are other variables such as differentiation and customer value creation as well. In efforts to create shared value, research into customer needs can be leveraged in order for Heinz to differentiate itself. This could create a pull strategy which would assist Heinz in creating an arsenal against the retail channel. List relevant qualitative data: -Regardless of its market share which created a leadership position for Heinz, it was experiencing three years of reduced operating income. -Heinz ketchup was an innovative product that has dominated and controlled the ketchup industry since 1960. -Since ketchup was able to have a significant shelf life consumers often bought more in anticipation of need. List relevant quantitative data: -Heinz experienced consumers shifting from the 24oz. bottle to the twin 50oz. bottles. -Heinz had $100 million in sales from the 15 brands out of which ketchup sales attributed to 30% -More than 47% of consumers that bought ketchup had a bottle of Heinz at their residence. Describe the results of your analysis: Heinz was a favorable brand to consumers; however the issue lied within Heinz’s retail strategy. The retailers created a conflict of interest while working with Heinz. These retailers had private label products of their own which were being shelved alongside Heinz. In essence, these retailers were controlling their in-house product as well as Heinz, which was inevitably going to create an issue. The retailers had control over not only their own product but their competitors as well. This put Heinz in a bad predicament simply because Heinz could not leverage retailers. Instead it was offering them trade deals and was cutting into its wholesale prices to get some sort of a marketing edge at the retail level. This meant that Heinz before it even came on the retailers’ shelves had fierce competition, had its margins reduced which had a direct impact on its profitability. Heinz understood that it needed to undercut the competition and introduced trade promotions which were effective but consumers and the retailers were smart. The consumers waited for periodic sales of the Red Rocket and retailers received allowances to compensate the margin compression. Introducing a larger product size or bundling two same products would require larger shelf space and the retailer was not ready to give that up that easily. Even if some of these retailers were to consider allotting Heinz more space they would ask for slotting allowances. Describe alternative action: -Heinz could just follow the course it has been on for the last so many years and not create any conflict with its retailers. -A sense of shared value needs to be created to be able to effectively sell Heinz ketchup in light of the strict competition and smart consumers. Therefore, in efforts to link other brands of Heinz can pave the way in creating awareness. Heinz could bundle other products with their ketchup by putting a coupon on the 24 oz. bottle for Worcestershire sauce. -For every bottle of Heinz that is bought, 1% of the profit margin will be donated to charities that the retailer sponsors and matches it. -Make the Heinz ketchup with the lowest margin to be more efficient by cutting costs in terms of manufacturing it until it is shelved in the retailers’ store. -Create a line of Heinz ketchup that is organic and gravitate to those consumers that are health conscious and willing to pay for a product that has fewer preservatives. Describe your action plan: The consumer, retailer and the manufacturer need to understand and promote shared value that could spark the interest of all the parties involved in the buying process. This can discourage significant challenges which can present themselves to not only the retailer but the manufacturer as well. Heinz needs to take necessary steps towards crafting a promotion that not only encourages referrals but promotes the brand and builds loyalty. Therefore, if I was to be given the above choices in alternative action I would push shared value in efforts to create a common goal for the retailer, consumer and the manufacturer. In option two the advantage would be that if the consumer was in need to buy ketchup s/he would see promotions of its 24oz. bottle and have a coupon for other sauces it sells. It could potentially also educate the consumer that the bigger the bottle or bundled package ketchup the higher the value of the coupon. However, if in the case the bigger ketchup package or bundle is not available on the shelves they could ask the retailer to get it and make the retailer realize the potential it has in gaining value.