• Call Centre Staff Management Team
    1,497 words
    What are the main issues regarding BT's resource management and with hindsight, how could they have been avoided? Before exploring the various answers to the question, I will start by briefly describing the role and purpose of HRM (Human Resources Management) within a firm. HRM is primarily concerned with the human side of management and sees the management team and subordinates as having the same goals. It combines elements of; work psychology, personnel management, employment law, business org...
  • Market Analysis Strategy Basic Product
    11,101 words
    MARKET ANALYSIS 1. 1 MAREKT SIZES AND TRENDS The market for the product can be divided into two segments: the Consumer and the Business Segments. Within the consumer and Business segments, it can be further segmented into four different sub-segments each, based on different characteristics or profile of the sub-segments. 1. 1-1 BUSINESS SEGMENTSThe market size of the Business market has grown from about 6. 3 million units in Period 1 to about 7. 1 million units in Period 3. It is expected to gr...
  • Reducing Staff Turnover Retention Bonuses
    2,270 words
    So here we go again. No sooner is the recession over than the first reports of skill shortages and spiralling staff turnover start circulating. This leads, as it always does, to mild frenzy among HR professionals whose job it is to respond to the call from line managers to 'do something' when a key employee has the effrontery to leave. Those of us who were around in the late 1980 s will remember, with foreboding, the panic that drove many employers to throw money at people both to join and to st...
  • The Induction Process North Rocks
    8,701 words
    Table Of Contents SUMMARY OF INDUCTION 1 SUMMARY OF THE INDUCTION PROGRAMME AT VIKING 2 ORIENTATION CHECKLIST 3 INDUCTION CHECKLIST (TRAINING) 4 VIKING'S CALL CENTRE INDUCTION AGENDA 5 INDUCTION EVALUATION 7 APPENDIX 9 Orientation - Table of Contents 9 Welcome to Viking 10 Coles-Myer 11 An Australian Company 11 Our Values 12 Viking's Mission Statement 13 Why You Were Chosen As A Viking Employee! 14 Empowerment 15 You Are Viking! 16 Chronology of Key Events 17 Viking Australia History 18 Organisa...
  • Call Centre Company Work Employees
    977 words
    This ethnography was researched in a local call centre for an international telecommunications company that deals with the repair side of the service. There are approximately six hundred members of staff who work as customer service advisors for the public and many more whose work is related to the mainstream objective of the company. Within the call centre are subcultures that mainly work in isolated teams such as the human resources team, the Agency personnel team, managers, engineers and also...