Free Communicating Productivity Analysis Essay Example

Customer Service Operator

The call reliever fundamental responsibility is to attend to the clients by receiving incoming calls and other service requests. Therefore, the Customer Service Operator is responsible for controlling the information flow in the organization. In order to achieve maximum productivity in this job position, the Customer Service operator manages communication events by determining the effective routing of calls. The Customer Service operator also prepares in advance and receives support from the IT technician to ensure that all calls deliver accurate and effective messages. The Customer Service Operator offers a high level and professional, personalized customer care. The Customer Service stores information gathered from the customers in a manner that personal information and confidentiality is consistently maintained. This is to ensure that the Customer Service operator manages information according to the relevant statutory requirements such as Privacy and Freedom of Information Legislation. Other relevant serviced carried out in this job position include processing of information and record keeping, operates as office contact and primary customer care.

Identification of any inefficiency

After reviewing the recorded voice messages, and conversation between the operator and the clients, I realized that there is some inefficiency in communication. The customer service operator is challenged by the lack of enthusiasm, low morale, and negative attitude. From the interview, the negative attitudes towards the customers might be as a result of personal problem being reflected in the workplace and lack of motivation in the workplace. In some instances, the voice and the tone of the operator indicated that there is a possibility that he has gone out of control and consequently developed negativism and aggression towards customers. This might be as a result of trying to overcome some frustration in his life. In addition, lack of enthusiasm and low morale is reflected by the way operator failed to provide the correct solution for the clients. For instance, when the operator listens to the client’s problems, he sometimes tells them that he has to confirm from the support time. Some of this problem is within his capacity to solve them but because he does not want to, he places the burden to other staffs. As a result, this indicates that the operator is unwilling to cooperate with the customers.

Principles of productive information management

Recommendations
In order to achieve appropriate recommendation factors contributing to the communication inefficiency, exhibited by operator, should be addressed. As identified above the operator fails to communicate productively because he might be suffering personal problem being reflected in the workplace and lack of motivation in the workplace. In order to reduce the instance of the personal problem in the workplace, a clear communication should be developed to all the employees. For instance, constant communication can be established with the employees to ensure that personal problems can be identified and mitigated. In this case, listening to one another and taking counseling would appropriately prevent inefficiency in the information management.
Another solution to the inefficient communication on the customer service operation is to improve the operator’s morale and enthusiasm through motivation. For this reason, the top officials in the organization should be in a position to inspire themselves in order to inspire the other staff members. Before motivation plan, the managers should enhance effective communication with the operator to decide what would effectively motivate the operator. Subsequently, the manager should work hard to develop a work environment that encourages the customer service operator at a personal. The organization should establish “a sense of belonging to the employees” so that they can productively work to maximize the profit and customer satisfactions. Some of the motivation techniques include incentives, recognizing and celebrating the operator’s achievements, and create a positive work environment. As a result, this can enhance the operator’s enthusiasm, morale and attitude towards the customers and hence achieve productive communication in the organization.