Case study 'THE CALL CENTRE AT TENGO LTD' Essay

Case study 'THE CALL CENTRE AT TENGO LTD' - Essay Example To facilitate customers, Tengo has customer center that provide various services to its customers such contact centre for spare parts, accessories and for extended product warranties etc. The customer center also provides technical support service for their existing customers; and point for customer complaints. Tengo customer service centre also conducts field enquiries about Tengo products. Tengo contact centre is situated in green-field site situated in the outskirts of large town in the Midlands. This location also has other customer service centre that exerts considerable pressure on labor market. Tengo holds good reputation for paying appreciable monetary compensation to its employees; however, it does not have positive remarks regarding its employment policies terms and conditions. In recent past, Tengo on evaluation of HR mainly in customer centre concluded that centre is overstaffed conduced rationalization and restructuring. Year-end customer feedback has reflected a decline in service quality and HR manager is concerned to explore the element of people and process in this poor performance. According to Marr & Neely (2004, p.7) nowadays the customers of call center are looking for more effective and efficient customer service. ... The report will also conclude with overall remarks on restructuring at Tengo customer centre. THE CHANGES AT TENGO CUSTOMER CENTRE In the periodic HR planning exercise in head-office, HR manager concluded customer centre being overstaffed with respect to its overall growth. For the purpose, staff rationalization and restructuring was conducted. The restructuring move resulted in many changes in the customer centre; broadly can be defined under following three heads (Coucke, Pennings, and Sleuwaegen, 2007): Reduction in the number of jobs Strict demarcation of boundaries of jobs Cost incurred on automated product support system for customer. Interactive systems automated systems aimed to get two benefits of improved quality of service and reduced training and development of employees. Under new structure, entire staff of customer centre was categorized into levels; Level 1 constituted entry-level positions dealing with customer complaints. Majority of advisors were categorized under L evel 2 across various departments. Level 3 advisors accounted those employees assigned task of dealing with detailed technical problems CONSEQUENTIAL IMPACT Consequential impact of the HR move understudy resulted negatively. This new structure that defined boundaries ended the employees’ movement across the departments; resulted in ending up of learning and development opportunities available to employees with rotation across department. Overall, call centre job has low intrinsic value (Sako, 2006). Call centre jobs are classified into two groups of ‘quality oriented and ‘quantity oriented. As the name implies, former is characterized with more multifaceted and individualized interaction of call agent with customer

LEGAL ASPECTS OF HOSPITALITY MANAGEMENT Essay Example | Topics and Well Written Essays - 2000 words - 2

LEGAL ASPECTS OF HOSPITALITY MANAGEMENT - Essay Example Licenses are valid for a particular period of time after which carrying out the business will be considered illegal. The licensee should periodically renew the license for them to continue being in operation. A restaurant license allows the prospective restaurateurs to operate within a certain locality; without the license, the business can be fined or closed down altogether(Knezevic and Assaf 392). Requirements for licenses and permits vary from state to state; the most common requirements include employer identification license, business license, foods and establishments permit, liquor license, and local permits. The Role of Small Business Administration in Restaurant Licensing The enactment of the Small Business Investment Act of 1958 officially allowed Small Business Administration to license Small Business Investment Companies (SBIC) to help in managing and financing businesses in the United State of America (Pizam 23). The SBA’s Small Business Investment Companies progra m is still live and active and continues to license small businesses across the United States. Despite the criticisms, the Small Business Administration has greatly assisted small businesses to make steps in their development processes. Small Business Administration provides extensive information and links regarding obtaining a business license. Restaurant applicants can also check with their local government with their state offices for specific regulations; the SBA website provides all state licensing divisions to enable prospective restaurants with easy license (Sherry 54). Among the information contained in the SBA website include federal licenses and permits, state licenses and permits and tools that can help businesses to determine the types of licenses they need for particular types of business. Types of Licenses Necessary for Restaurant Operators in the USA Employer Identification Number Restaurant businesses require several employees to serve their customers. The servers ne ed to operate within the purview of law in order to avoid legal liabilities. This necessitates restaurant owners to have Employer Identification Numbers (EIN). Employer Identification Numbers are essential to the government and the International Reporting Standards for proper business identification and appropriate collection of taxes (Sherry 57). The government is supposed to collect taxes from the restaurants operators, business partners, and employees. The Employer Identification Number is issued within a particular state. Restaurant operators can apply for state EIN by mail, online or fax. The online application is accessed through visiting the IRS website. The period between application and issuance is usually between two and five weeks. Business license Operating a restaurant requires the owners to be in possession of the business license. The business licenses are state-regulated and they allow restaurant operators to run businesses within specified jurisdictions. The restaur ant that carry out any type of activities that the federal government monitor and regulate are required to have a federal business license. Federally monitored and regulated activities include sale of alcohol and transport of plant and animal products. The primary purpose of business licensing is to help the government control and monitor businesses in the states in order to avoid sprouting of illegal businesses (Baum 21). The restaurants must operate within the licensed activities, otherwise the operators will be