Analysis Of Latvijas Gaze Customer Service Center

659 Words2 Pages
bulb-icon

Recommended: Diminishing employee productivity

As per our observation of Latvijas Gaze’s customer service center, we investigated the potential for certain areas of improvement to increase employee’s productivity in Latvijas Gaze customer service center. After analyzing the work place of Latvijas Gaze customer service center, we came up with three recommendations which we think are necessary for increasing the employee’s productivity. Our recommendations are :
1. We should control the noise at the workplace in order to increase productivity.
2. We should consider human factors and ergonomics to support workplace safety, reduction of human errors and product design.
3. We should promote employee engagement in order to improve employee’s satisfaction.

Issues relating to the current productivity
During our visit to the service center we observed that the noise at the floor coming from certain workstations was distracting other employees. Noise is an issue in most workplace environments. It can disable productivity, especially in a customer contact center. As per our past working experience in multinational contact centers we believe that certain human factors and ergonomics can have a positive effect on Latvijas Gaze customer contact center as well. As per our investigation, Latvijas Gaze Contact center has a high attrition rate which reflects employee’s dissatisfaction and thus it decreases the productivity.
Control the noise at the workplace in order to increase productivity
Perceived noise is typically higher in open office environments, but this depends on a space’s organization, the materials and the nature of work being done. When employees have a degree of control over the noise in their environment, they are less distracted by it. According to U.S. General Service admi...

... middle of paper ...

...racteristics are particularly successful for “hub” or central pantry spaces on the floor.
Organize a floor plate into team “neighbourhoods,” with a variety of spaces included in each, to foster team identity and sense of place.

Summary
1. The task to initiate and supervise these changes to increase productivity will be carried out by us at Latvijas Gaze contact center. The implementation period for these recommendations is three months and the follow up for the progress will be done by checking milestones at weekly basis.
2. Employee feedback and focus groups will be carried out by us among the employees of the contact center so that their view point is considered and it would be easy for them to adapt the change as they are a part of it.
3. A detailed financial report has been attached with this report for your considerations and any follow up regarding the report.

Show More
Related

  • Ergonomics In The Workplace

    1698 Words  | 4 Pages

    Proper ergonomic conditions prevent injuries to workers and allow them to work efficiently. Ergonomics reduces costs. Workers that do not have a good ergonomic workspace can suffer from pain and uncomfortable posture which is dealt with money spent on treatment. In Canada $800 000 000 per year goes to ergonomic related injuries. Appropriate ergonomic workspaces create an anti-injury space for workers. Ergonomics also increases worker’s productivity by designing a work place with good posture, good heights, fewer motions, and less exertion. Thus making the workspace more efficient for the worker. Ergonomics also

    Read More

  • Nonverbal Miscommunication In The Workplace

    348 Words  | 1 Pages

    Both internal and external noise interfere with communiation. These can be presented either verbally or nonverbally. If a person blows you off when you've asked a question, chances are they're experiencing internal noise and they are using nonverbal gestures to respond. Nonverbal communication in a workplace can be detrimental. Nonverbals can be interpretted

    Read More

  • Business Law and Repetitive Strain Injury

    2624 Words  | 6 Pages

    It is important for business management to develop and promote sound health and safety policies and to consider, not only the legal requirements and the possibility of prosecution, but also the possibility of an employee personal injury claim.

    Read More

  • Action Office Case Study

    1363 Words  | 3 Pages

    Studies show that people are more creative and efficient when they enjoy privacy and freedom from interruption, while interaction is a useful way to exchange ideas and theories. My intervention, the glass cubicle gives people the privacy to talk without any external listeners but at the same time, gives the employers the benefit to see when their employees are talking on phone. It allows people to work privately by frosting the glass, but at the same time, Glass cubicles blend privacy and transparency to create an efficient working space that keeps the employers and the employees both happy.

    Read More

  • Cyp 3.3 1.4

    624 Words  | 2 Pages

    1.4 – State why and when health and safety control equipment, identified by the principles of protection, should be used relating to types, purpose and limitations of each type, the work situation, occupational use and the general work environment, in relation to:

    Read More

  • Health & Safety in Sport

    1198 Words  | 3 Pages

    Poor maintenance of facilities/equipment – this is a major factor that contributes to accidents in the workplace. If the work place is not pr...

    Read More

  • IKEA Case Study

    2216 Words  | 5 Pages

    The purpose of this essay is analyze the case of IKEA, which has involved in the HR management. Meanwhile, choose two topics to identify the IKEA current situation, including training and development and cross-cultural management. From those two points, give some forward suggestions on the IKEA HR management practice.

    Read More

  • Training for Customer Loyalty: Pal’s Training Case Study

    1439 Words  | 3 Pages

    “Training is the systematic acquisition of skills, rules, concepts, or attitudes that result in improved performance” (Goldstein & Ford, 2002). Pal’s Sudden Service has focused their hiring practices on hiring the right people first, providing the best training possible and reinforcing training everyday. The investment in training has much more to do with the company other than low errors, reduced customer wait times, which lead to high customer satisfaction. The focus on training reduces employee turnover. The costs of hiring and training new employees greatly reduces customer loyalty, both significantly will impact profit. The challenge, comprehend the training requirements, formulating who will train and how the process will be trained. The repeated success of a training program must be quantifiable and re enforced. An efficacious training program with continual re enforcement will pay strong dividends in business profit, employee satisfaction and customer loyalty.

    Read More

  • Collier's Five Components Of Customer Service

    935 Words  | 2 Pages

    a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring

    Read More

  • Essay On Office Ergonomics

    1499 Words  | 3 Pages

    Ergonomics is a great tool in increasing worker productivity and improving working conditions in work stations. Any organization that encompasses ergonomics in its operations is saving lots of money from time wastage and worker compensation. Organizations should not wait until their workers become injured or ill so that they introduce ergonomics. They should instead adopt it from the word go. By doing so, workers have confidence in the organization as they feel cared for thus will give their best while at work. The moment ergonomics becomes a way of life in all organizations, everything changes for the better.

    Read More

  • Ergonomics

    514 Words  | 2 Pages

    The performance of an employee, more often than not, constitutes a multifaceted adaptive phenomenon to the physical working environment, considering the emergent properties of an office setting, in this case. There are several notable aspects of a technical working environment which contribute a lot to the ergonomics of the office. For instance, the importance o...

    Read More

  • Personal Space Case Study

    950 Words  | 2 Pages

    One such way is from lack of sound privacy. Study shows that many workers are frustrated with open offices because of its exposure to distractions that imminently resulted in poorer work performance (Kaufman, 2014). The study’s survey showed that more than 50% of the participants had a problem with this form of privacy. Another way in which privacy is argued to reduce productivity is through visual distractions that occur around an employee’s field of vision (Shellenbarger, 2017). This is so whenever sudden movement or gathering takes place within the line of vision as one brainstorms ideas or is productively active in an open office. According to (Shellenbarger 2017), research shows that this can erode concentration and disrupt analytical thinking or creativity. Unlike noise pollution where a set of earphones can reduce disruptive sound it is more difficult to mitigate visual pollution in an open setting. Open offices can monitor work productivity as work environments are left exposed. However, such exposure can lead to a false sense of good work ethic. Employees can utilize monitors for personal usage rather than office work as with such openness it is expected for one to be professionally productive. On the other hand, open offices can cause employees’ productive levels to fall as these offices prevent

    Read More

  • Importance Of Renovation In The Workplace

    539 Words  | 2 Pages

    For some of the more senior members of staff, including owners, the appearance of a workplace may seem invisible. Either they are spending less time there than the junior employees; or they have been spending more time there than anyone due to overwork; and many owner/operator types just want to cut corners. All of these are no good for the main workforce as they notice everything that is wrong with a workspace.

    Read More

  • Customer Service Analysis

    1962 Words  | 4 Pages

    For a business to grow into a more profitable one, the manager should emplace measures to insure that customer service is made number one priority. After implementing a structure, it is recommended that the customer service representatives, along with other employees in the business, undergo continuous training in order to maintain the standards set out by the customer service model. Having the right structure in important in any business entity and will have positive implications on its profits.

    Read More

  • Management of Customer Service at Senheng Electric

    1392 Words  | 3 Pages

    Our company are facing customer service problem now. Customer service defined as the process to ensure customer satisfaction with a product or service, and it is an important part of maintaining ongoing customer relationships that are key to continuing revenue (Investopedia, n.d.). We have received many customer complaints about the attitude of our staff. Customers commented the promoter always stand at a corner and do not serve them. When customers asked some information about the product, the promoter gave stand-offish attitude.

    Read More

More about Analysis Of Latvijas Gaze Customer Service Center

Open Document