Why are call center employees voluntarily leaving the company at such a high rate?.
Employees is th Show more The three important ones are Employees Time management and the cost of the product Employees is the backbone of any company they are the ones doing all the operations. The ethical consideration that is related with any employee is there behavior approach commitment culture group behavior and their attachment with their organization when following an employee the techniques that should be used is survey observation and interview as needed. Time Management is a very important factor for any organization of the donor get the project done on time it could affect their business performance. But if there was an issue of identifying a process analyzing a situation going to root because it will help the organization to be able to detect their problem. This is an urgent and service problem of any organization because it is directly related to their customer service. Cost Management is a part of the business operations it will complete their rivalries so it can stand in the fierce competition because cost management is very important in any organization they would have to defective process that generated there cost there over costing of resources could be a cost management problem too. There are some ways to help to reduce their cost they would have to identify the waste in process develop an innovation technique reduce their costs in resources and also develop an alternative in which is strong and more cost effective. Brainstorming With an Affinity Diagram An affinity diagram is a visual tool that organizes ideas by themes and is often used in brainstorming sessions to determine both root causes and potential solutions for a problem. This tool is most effective for face-to-face meetings; however with the advancement of technology and shared desktop spaces this method could be adapted for virtual teams. Participants in the process should include individuals from all stakeholder groups associated with the problem. Introduce the problem or issue to participants. Normally the facilitator has identified the problem or issue prior to the meeting. The process of introducing the problem and explaining how it is defined in the context of the project increases understanding of the participants and produces ideas that are aligned with the problem. Example Problem/Issue: Voluntary attrition in the call center is 60%. Proceed by brainstorming causes for the problem. Participants should use a separate sticky note to identify each item they believe is a cause of the problem (see example below). Why questions are often very beneficial when thinking about the problem. Example Why Question: Why are call center employees voluntarily leaving the company at such a high rate? Sort ideas into themes based upon commonalities (see example below). Employee Training and Tools Employee Training and Tools Employee Training and Tools Employee Training and Tools Systems Systems Systems Systems Leadership Leadership Leadership Leadership Progression Progression Lack of employee training Lack of employee training Lack of employee training Lack of employee training System hard to use System hard to use No leader training No leader training Lack of career path Lack of career path Lack of procedural support Lack of procedural support Lack of procedural support Benefits too costly Benefits too costly Lack of procedural support Lack of procedural support Lack of procedural support Lack of performance feedback Lack of performance feedback Benefits too costly Benefits too costly Lack of procedural support Lack of procedural support Lack of procedural support System frequently down System frequently down Benefits too costly Benefits too costly Lack of performance standards Lack of performance standards Establish connections. As a team discuss the categories and examine how they could potentially link together. Example Connection: In this case the Leadership theme had the most items. This item could be potentially aligned with the Progression theme since employees do not believe they are receiving feedback or have a clear career path. Establish the root cause of the problem. Look at the established themes and ask why questions until the real root cause of the issue is identified (see example below). At this stage of the process many people prefer the use of different colored sticky notes for the root causes that align to the ideas that have been brainstormed. Example: Five Whys Root Cause Analysis: Defined Problem: Voluntary attrition in the call center is 60%. Why are call center employees voluntarily leaving the company at such a high rate? Employees feel there is a lack of leadership. Why is that? Employees do not know the performance standards. Why is that? Employees do not receive feedback about their performance. Why is that? Managers have not been trained in providing performance feedback. Why is that? There is no manager training program. Why is that? Most managers are promoted from the call center floor to fill immediate vacancies so there is no time for training. Validate the root causes (or causes) of the problem. Validation of root causes requires reviewing reporting or survey results. The validation phase separates the noise from real root causes of the problem. Noise is considered any item of low impact and low volume; however it may be a recent event that individuals considered when brainstorming like system downtime. Show less