Emotional Labor Implications on a Call Centre During the last two decades Contact or call centers have emerged as the answer to cost effectiveness for all sort of businesses that require back end customer services (Boreham et al., 2007). These call centers hailing from different countries are very similar with respect to markets, offered services, structure of the organization and type of workforce. This industry has flourished very quickly but usually these

The initial recommendation comes from the employee's direct supervisor and is then discussed with the general director and the payroll manager. At the fourth stage, the performance review, the employee and his direct supervisor come once again face-to-face to discuss the outcome of the performance appraisal process. The employee is informed of the managerial decision regarding future remunerations, and a date for a new meeting is set. The new meeting

Improving Group Productivity The National Call Center for the Veteran's Administration (VA) Education Department employs over 700 people, which can be called upon to answer incoming calls from veterans. Within the four regional offices, there are employees of various positions, including Case Managers, Educational Liaison Representatives, application processors, and leaders who verify compliance, productivity, etc. With all employees being called upon to answer incoming calls, each employee needs to be aware

Organization Performance Assessment Organizational performance assessment can be defined as a process of evaluating the performance of an organization against some well defined goals and targets. It lays much emphasis on the accomplishments of an organization in relation to its mission and the stated objectives. In the situation of a government department, the assessment would check the major mandates, ambitions, priority and the performance schedules and evaluates the advancements that have

Employee Satisfaction with a Company's Review Process The following research examines the reason for a decline in employee satisfaction regarding the review process at XYZ, Inc. The results of the survey revealed that sample biases may have confounded the results and that the survey will have to be re-administered to reflect the true attitudes and results of the preliminary research leading up to the current survey. The result showed a high

Human Potential Developing Human Potential When an organization makes the decision to take an individual on as a part of staff, effectively they are making a human capital investment in that individual (Lepak & Snell, 1999). Where the organization pays for the training of, insuring of, and salary to that individual they in turn are expected to perform the tasks within their job description efficiently and accurately thus allowing the organization to