Mr. Ajit currently serves at a senior director with BSNL Mumbai. In his brigade of staff there are 10 supervisors and more than 200 telephone assistance operators. If any resident wants to call 197 for directory assistance ,he would be speaking with one of the employees from BSNL. Within this organisation the position of a telephone assistance operator requires high standards of communication ,a pleasant tone, good voice quality and familiarity with the company’s computer operator directories and software. The assistant also needs to be proactive in answering other queries asked by the caller. A major issue that is seen is that a lot of telephone assistance operators tend to leave the organisation , that turnover rates are high and people look unwilling. Mr. Ajit has noticed that upon joining, these telephone operators do not receive any detailed training. Being that it's a very busy workplace, these operators are given a short tour of the office and a five-page printed sheet that contains all the directions on how to manage customer queries customer complaints and work on the software. Post that, they are told to report to their immediate supervisor and start with their work. Mr. Ajeet is now concerned that this may be the reason why the turnover the company is so high. He has diagnosed this as one of the major reasons why the new assistant operators take longer than usual time to settle in the job. Given the current situation, what steps would you suggest should be taken in order to improve the current situation at BSNL?
Mr. Ajit currently serves at a senior director with BSNL Mumbai. In his brigade of staff there are 10 supervisors and more than 200 telephone assistance operators. If any resident wants to call 197 for directory assistance ,he would be speaking with one of the employees from BSNL.
Within this organisation the position of a telephone assistance operator requires high standards of communication ,a pleasant tone, good voice quality and familiarity with the company’s computer operator directories and software. The assistant also needs to be proactive in answering other queries asked by the caller. A major issue that is seen is that a lot of telephone assistance operators tend to leave the organisation , that turnover rates are high and people look unwilling.
Mr. Ajit has noticed that upon joining, these telephone operators do not receive any detailed training. Being that it's a very busy workplace, these operators are given a short tour of the office and a five-page printed sheet that contains all the directions on how to manage customer queries customer complaints and work on the software. Post that, they are told to report to their immediate supervisor and start with their work.
Mr. Ajeet is now concerned that this may be the reason why the turnover the company is so high. He has diagnosed this as one of the major reasons why the new assistant operators take longer than usual time to settle in the job.
Given the current situation, what steps would you suggest should be taken in order to improve the current situation at BSNL?
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