TELEBANK CALL CENTER

Telebank Call Center

Telebank Call Center

Introduction

This is a case study about the Telebank Call Centre, in which three management literatures are studied to analyze and develop the problems in the Telebank Call Centre. This report discusses the performance problem in Telebank call centre, tries to find the ways to overcome these problems, and finally attempts to offer a useful framework for understanding the motivations and emotions of employees as well as the attitudes of management in a call centre.

Question 1

There are many useful literatures that study the motivation of employees in recent years. By analyzing the characteristics, Bolman & Deal (2003), a managing principal of D.S. Nemerov & Associates, suggests that successfully motivating and creating harmony in the call centre is the key factor in creating a competitive advantage. According to Nemerov (2003), there are three factors that significantly contribute to higher levels of worker motivation and performance, which are leadership, commitment to competence, and rewards as well as recognition.

Question 2

The supervisors should promote the employees' realization of their potential. These are several things supervisors can adopt that demonstrate knowledge of excellence and set the motivational environment to maintain an outstanding performance, which are observing, providing feedback, delegating as well as channeling employees into leadership positions, and providing an environment for goal achievement (www.data-archive.ac.uk).

Question 3

In the case of Telebank call centre, the issue revolves around performance and how to get the best out of people. According to the individual performance equation (Nemerov 2003), the performance can be viewed as the result of the personal attributes of individuals, the work effort they make, and the organizational support they receive. As a result, the performance can be considered as a function of ability and motivation. The job of a manager in the workplace is to get things done through employees. Therefore, ...