Background One.Tel was launched by Jodee Rich and Brad Keeling in 1995 (Cook, 2001). At first, it looked to get the advantages from deregulation of telecommunication industry by reselling other network’s capacity and making money through stock market speculation. Rich and Keeling tried to increase the company’s shares rather than to profit the company (Cook, 2001). Initially, One.Tel used to develop the culture of strong teamwork and togetherness. There was no hierarchy in the structure of the company. However, the dissonance of its culture and system is the main factor that led to One Tel decline. One.Tel failure had been indicated since there was a sharp fall in its share price in 1999 (Cook, 2001). In 2001, OneTel had no cash left to pay the expenses and it had huge debt. The company expanses too fast so that the billing system cannot handle it and the customers did not receive their accounts. Jodee Rich, as the main founder of the company, did not pay attention to any problem reported. All these factors made One.Tel could not stand in the crisis time. Major Issues Major issues face by OneTel is that the company structure was not developed, in which lead to ineffective communication. In its operation, One.Tel run high centralization as the managers only do what Jody told them. He creates the leadership turnover since he liked promoting the yes man and humiliated managers who brought problems to his attention, therefore, there are high staff turnover. He also did not accept any opinions from others and used his authority to manage the company. Furthermore, he focused too much on advertisement in taking in the new customers. He was too autocratic which made the employees unable to exercise their ability in solving problem. In addition, One.Tel had low complexity that is determined by having unclear job tasks and responsibilities. As there is no organizational chart, the relationship between the employees could not be determined and the job descriptions were ambiguous. Understaffing, which often happens, and many called from customers were left unanswered, led to the long-term decline in sales, as there was frustration among the customers. No rules and procedures in handling account and customers complaint shown that One.Tel was lack of formalization in operation. One.Tel also did not run its divisions’ function properly. There was no right procedure in training staff and it recruited young inexperienced staffs. It also had disorganized billing system and financial account.
COMMUNICATION SYSTEM What are the strengths and weaknesses of Telerik’s communication strategy and practices? Strengths :- 1. What is the difference between a. and a. Employees at Telerik work in an open space. The atmosphere is informal, flexible and open.
Americatel is positioned within the small to mid-sized market in the telecommunications sector. However, their primary competitors Movistar and Claro compete within the large-sized market. With only 10% overall market share, Americatel has the potential to capture additional growth as the industry growth rate is growing at 6%. To accomplish this we recommend that Americatel own their position in the small to mid-sized market by capitalizing on their competitive advantage of providing superior customer service as well as leveraging new solutions to further drive customer satisfaction.
To begin with, AssetOne had several problems. Main one was the former performance of the company itself. Afterwards, having acquired TaurusBank, the company did not take care of the organizational culture, yet focused only on tasks with bureaucratic approach.
As you can see from the points above it is vital to give good customer
The main problems that are affecting the company were the high level of labour turnover, below target production rates, high levels of scrap, the employees had little input in the decision making, therefore resulting in low motivation and job satisfaction, and didn't have enough feedback on there performance. Added to this was the conflict between the supervisors and employees in the production and packing areas, and the grading and payment levels wasn't satisfactory to the employees.
It has come to be discovered that since the quality of the customer service provided by the employees is not always reliable and effective, is one reason why the business itself is closing its doors. Another great example is competitors such as Amazon since the release of their online store, it has made shopping more simpler for the customer with just a click of a button,
Companies are now turning to this business strategy supported by information technology. These customer service programs are designed to assist in a company’s business operations. Companies like Siebel, E.piphany, Oracle, Broadvision, Net Perceptions, Kana and others have designed products that do everything from track customer behavior on the Web to predicting their future moves to sending direct e-mail communications. Customer Relationship Management can improve: Contact and account management, sales, marketing and fulfillment, customer service and support, and retention and loyalty. The part that deals specifically with the needs of the cust...
Onefinestay is a hospitality company which provide the accamadation facilities by offering great experience for thir customers. They set out in 2009 to give people a specail to experience their favorite cities and it is a hospitality brand like no other-offering unprecedentted level of service for stays in the finast home. The special thing is Onefinestay is managing two markets as guest and hosts.
3. The contributing factors to their ineffectiveness were poor planning and leadership. The company grew to quickly. In their desire to grow and expand, the company’s senior management did not establish and follow ethical practices that would sustain the company. Controls were not established in key places, such as, accounting practices and principles. Senior management failed to appropriately manage the activities of lower level managers and set a bad example.
Telecommunications gained mainstream attention in the early 90’s; however the initial key market was business men and women, who used their phones whilst being on the move and so allowing them to communicate with their companies with ease. Though in the modern era, telecommunication went through segmentation in the market trends, and now in this day and age it would be difficult to find someone who does not own some form of mobile technology. Many phone providers battle to provide the best service for their customers (Figure 1).
In 1999, there were around 6000 telecommunications providers in the United States. Only 45 companies accounted for approximately 95% of the dollar value of the telecommunications service provider. Surveys revealed that many companies were dissatisfied with the providers billing practices. Many errors were being found that led to lost revenue and costly charges to the company. Telecommunications spending was forecasted to grow to 175 billion in the year 2000 and continue to expand to 350 million by 2005. With this outlook of potential revenue in this workspace, Teletron sees an opportunity in the area of providing services to handle billings of telecommunications services. This is what Teletron did throughout the early 1990's. Teletron targeted customers in the United States that spent between 10,000 and 500,000 per month on telecommunications services. They made money by charging the company 50% of the saving that they were credited back. They did not charge the company money if there was no discrepancy found in...
Call centres are confronting a real issue nowadays, in particular absenteeism that may have a quality high-effect administration. As a result of this issue, there is less staff to oversee associations with clients, holding up queues have a tendency to swell and call focus representatives are under high weight work. This has a tendency to have an effect straightforwardly on their ethics and comparable conduct may be favoured in those left to lead can. Call focus work is exceptionally boring, as a result of the quite monotonous nature of the work. In this way, call centres might effortlessly lose eagerness and workers getting disheartened. What's more, call centres offer restricted profession chances and danger losing their best individuals in the event that it doesn't give sufficient vocation chances. Gifted representatives lose engage in their work; they get to be de-spurred and quit working towards the elevated expectations that have buil...
Each individual is and will always be different. When you look at a company as a whole, sometimes a problem, does not have a one size fits all solution. In this case, the CEO needs to realize that while all of the employees are having their basic needs met, there are small steps that could increase the amount of higher order needs being met.
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.
The nature of research instruments, the sampling plan and the type of data the research design constitutes the blueprint for the collection, the measurement and analysis of data. It aids the researcher in the allocation of his limited resources by posing crucial choices.