I would like to start by saying that Frederic was a very smart man. He realized if production was left to the discretion of the employees,not much would be done. Low revenues, unhappy customers and many more negative factors would affect the company.
Fortunately, the company with whom I work still practise this scientific method to management. Within the BPO Industry, it is must that measurements are in place to guide the agents through productivity. In most cases our clients stipulates the measurement we should use to increase productivity and customer satisfaction. On the other hand, Sutherland Global Services wants to ensure that they are giving quality and quantity for the money they are collecting. This generates higher productivity, higher revenue, new customers (happy clients tell other clients) and better structure within the company. …show more content…
This method is still in effect within my work environment and is definitely optimal, the most plausible. One example I would like to highlight is taking calls for Nordstrom customers. When agents are given an handle time of 7 minutes to a call, they will do their best in covering the other metrics and assisting the customer as quickly as possible to stay within that allotted time. This will force them to be equipped and ready for each customer with their unique issue. Their skills are sharpened by this method and we definitely wont have customers waiting unnecessarily. I believe in the positive results from this
Fortunately, the company with whom I work still practise this scientific method to management. Within the BPO Industry, it is must that measurements are in place to guide the agents through productivity. In most cases our clients stipulates the measurement we should use to increase productivity and customer satisfaction. On the other hand, Sutherland Global Services wants to ensure that they are giving quality and quantity for the money they are collecting. This generates higher productivity, higher revenue, new customers (happy clients tell other clients) and better structure within the company. …show more content…
This method is still in effect within my work environment and is definitely optimal, the most plausible. One example I would like to highlight is taking calls for Nordstrom customers. When agents are given an handle time of 7 minutes to a call, they will do their best in covering the other metrics and assisting the customer as quickly as possible to stay within that allotted time. This will force them to be equipped and ready for each customer with their unique issue. Their skills are sharpened by this method and we definitely wont have customers waiting unnecessarily. I believe in the positive results from this