Team Reflection

Team "A" Reflection

March 6, 2015
Instructor: Kimberly Roberts

Team Reflection

"An acre of performance is worth a whole world of promise" (William Dean Howells). Team A is in charge of the types of control measures we would use to measure how efficient and effective an employee is. Also, we need to evaluate the entire call center. The purpose of the call center is for timeshare vacations. In this type of setting we would expect resolutions to problems, and meet the requests that they have to increase the volume of sales of timeshares. The management team will use statistical reports. This report will be specified to measure the efficiency of an individual within the call center. The company can also use this for measuring the call center. The statistical report will have no impact on the employee or the call center while under review so they can still continue to work efficiently. It will bring to management's attention the details, letting us know where we are strong or where we are weakest. This can be at an individual level or a team level.

Additional Control Measures

Other control measures used will be actually to monitor the individual calls to see how the employees are handling certain situations. We will require a level of professionalism that our staff will obtain through training and a metric system put in place to reach our goals. This will also protect the company from any misinterpretations for legal actions if a customer suggests an employee or the company suggested or gave an inappropriate answer to a question or request. This will ensure that the employees are trained correctly. Also these calls can be used for training for future employees on how handle particular situations that others have had experience in. Having found a resolution on how to execute properly.

Training for Employees

Training is an important aspect of control. If we as leaders have expectations about how we want individuals and the team to perform we...