لخّصلي

One of the first things that the team noticed was the lack of training of the personnel in hand call.The centre is run by three managers, who were sent there from headquarters rather t being promoted from amongst the ranks.Interviews with the team members confirmed this: Finally, many employees complained that there was no chance of decent career progressione leaders are paid only very slightly more than the team members and have to work slightly lon hours.on hold meant that a break was impossible, especially during peak hou nch break was usually shortened for the same reason.

One of the first things that the team noticed was the lack of training of the personnel in hand call. Each employee had their own system of dealing with an issue. Where a process needed explained, different employees would provide different steps. In many instances, the employ frustrated because they had not been trained how to handle an issue and were merely guess the solution.
When the staff survey was carried out, it was found that the most common complaint was ab working environment. Although a fifteen minute break every three hours was promised, in re long queue of callers. on hold meant that a break was impossible, especially during peak hou nch break was usually shortened for the same reason.
The employees work in teams of eight, supervised by a team leader. The team leaders were observed to criticise and correct the employees when they made mistakes, but never to prais employees when they did well. Interviews with the team members confirmed this:
Finally, many employees complained that there was no chance of decent career progressione leaders are paid only very slightly more than the team members and have to work slightly lon hours. The centre is run by three managers, who were sent there from headquarters rather t being promoted from amongst the ranks.