Subject category:
Human Resource Management / Organisational Behaviour
Published by:
Wits Business School - University of the Witwatersrand
Length: 22 pages
Data source: Field research
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Abstract
Vodacom Customer Care provided an extensive training programme for new call centre employees. It had also made an effort to ensure that the work environment at its various call centres was pleasant with modern amenities. The company provided its staff with sophisticated back-up systems such as an on-line knowledge base nick-named ''The Chad'' that kept them abreast of the many developments relating to Vodacom products. Performance of call centre agents was measured against a detailed bonus calculator system. In October 2002, the number of calls handled by each call centre agent was added to the list of criteria against which performance of call centre agents was measured. This had prompted a change in the relative weighting of each of the factors that contributed to the final bonus calculation. Ibeth Toerien, Executive Director Customer Care at Vodacom (Pty) Ltd, and Lori Kasselman, Vodacom''s executive head: capacity building and development, reflected on whether it had been worthwhile adding quantity of calls handled to the bonus calculator. They debated whether it achieved the desired balance between quantitative and qualitative measures.
About
Abstract
Vodacom Customer Care provided an extensive training programme for new call centre employees. It had also made an effort to ensure that the work environment at its various call centres was pleasant with modern amenities. The company provided its staff with sophisticated back-up systems such as an on-line knowledge base nick-named ''The Chad'' that kept them abreast of the many developments relating to Vodacom products. Performance of call centre agents was measured against a detailed bonus calculator system. In October 2002, the number of calls handled by each call centre agent was added to the list of criteria against which performance of call centre agents was measured. This had prompted a change in the relative weighting of each of the factors that contributed to the final bonus calculation. Ibeth Toerien, Executive Director Customer Care at Vodacom (Pty) Ltd, and Lori Kasselman, Vodacom''s executive head: capacity building and development, reflected on whether it had been worthwhile adding quantity of calls handled to the bonus calculator. They debated whether it achieved the desired balance between quantitative and qualitative measures.