Evaluate using appropriate theories, principles or models, how these problems impact the team’s performance. Be sure to include the factors that contributed to the issues at BLC
1. Pay selection: The pay selection is based on team performance. The idea behind designing such a payment system was to encourage collaboration among the team. One person's performance impacted the pay of other team members also. For instance, one team member Maria took an average of 15 minutes for each call, which made the average call time above the set target of 7 minutes of time. The payment is a $1 deduction for each extra minute spent on an average. Due to such pay selection, the issues happened and it impacted the organization.
2. Communication: The goal of the call center was to help the customers resolve their issues sooner and build trust. Maria was from a culture, where caring and helping to the end builds trust. She considered caring for the customers over the target time for a call. Moreover, she expected others to understand her culture before joining the team. Due to the communication barrier of clearly defining the goals, the problem occurred and it impacted the organization.
3. Measure of customer satisfaction: The customer satisfaction rating of Maria was higher than that of others. Due to such measures, Maria felt that her approach is correct. The quality score must include customer rating as well as the rating based on the company targets. Such a basis must be communicated to the employees.
4. Lack of proper call process: During the call, the video walkthrough should not be provided. Moreover, other rules to handle the call must be clearly defined. The calling process should be documented and the quality of the call should be measured as per the process followed.
Question
Evaluate using appropriate theories, principles or models, how these problems impact the team’s performance. Be sure to include the factors that contributed to the issues at BLC
Step by step
Solved in 3 steps
