Essay about The Call Centre and Tengo Ltd.

2942 Words Mar 11th, 2013 12 Pages
TABLE OF CONTENT

INTRODUCTION……………………………………………………………… 03
POOR CUSTOMER QUALITY……………………………………………… 03
HIGH LABOR TURNOVER IN THE CALL CENTRE…………………….. 04
REMEDY “TURNOVER”…………………………………………………….. 05
IS TURNOVER LIKELY TO BE UNIVERSALLY DYSFUNCTIONAL?... 06
CONCLUSION………………………………………………………………… 07
RECOMMENDATIONS………………………………………………………. 08
REFERENCES………………………………………………………………… 12

INTRODUCTION:
The main objective that focus on this report is to analysis the “employee perspective issues” that are mainly concerning and involving the employees who are contribute to the poor services quality of the Tengo Ltd. The report is mainly focusing some key areas that are including some key suggestions and it may be overcome the direct and indirect
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REMEDY TURNOVER:

For the proper understanding on labor turnover the organization’s management needs to find out some key criteria that are mainly relevant to understand properly for the reason of turnover. The reason of turnover is not always showing the bad things happen in the organization. However, the perspective of business analysis turnover is not bringing good things for the organization in most of the time. The criteria that management needs to address:

1. Who/who is not leaving the organization? 2. Why they are leaving/ staying in the organization? 3. Where are the leavers departing to work (if somewhere)?

To analyze this case study, many reasons that happens to leave the workplace at Tengo Ltd. According to this report several criteria can be found why employees are leaving their workplace.

Employees are dissatisfied about their job
Impact of restructuring for that reason job rotation is being removed
Work environment is not friendly
Work in longer shifts and getting fewer holidays
Lack of training and development
Rigid workplace
Job redesigns that why some employees lost their job.
Less employee priority
Reduce training and development cost that’s why it’s not effectives
Lack of promotion

The problem arises when restructuring process starts

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