ICT 800: LESSON 6-9

Organization
o Social unit of people, systematically structured and managed to meet a need
or to pursue collective goals on a continuing basis.
Organizational Structure
o System that outlines how certain activities are directed in order to achieve
the goals of an organization.
Elements of Organizational Structure
o Departmentalization - refers to how the organizational structure groups the
company's functions, offices and teams.
o Chain of Command - this chain of authority or command streamlines
corporate operations and communications for a more efficient and
productive business.
o Span of Control - defines how many employees each manager is
responsible for within the company.
o Centralization – the upper class has the power to make decisions
o Decentralization – everyone can decide for the company
o Work Specialization – Job Description
o Formalization - Formalization is the element that determines the company’s
procedures, rules and guidelines as adopted by management.
Organizational Goals
o Output – Company’s Product
o Adaptation - refers to goals that an organization has in terms of adapting to
the external environment.
o Management – Mission, Vision
o Motivational Goals - Ensure that all employees are satisfied and remain
loyal to the organization. Perks that the company gives to the employees
o Positional – How the company see themselves among other competitors
Organizational People
o Interdependency - is mutual dependence or depending on one another.
o Interactions - help define and create what is an organization, socialization
& creating bond
 o Control – Limitations
Dialectical Tensions - refers to different set of needs and desire
o Leadership - individual or clearly discernible group that guides the
organization towards accomplishing its goal
Organizational Communication
o defined as the sending and receiving of messages among interrelated
individuals within a particular environment or setting to achieve
o highly contextual
Types of Organizational Communication
o Formal – A standardized and carefully crafted message.
o Informal - Also known as the grapevine, is free flowing and spontaneous.
o Directional – Flow of Conversation
Downward – Head Subordinates
Upward – Agents Heads
Horizontal – Agent Agent
o Internal - Takes place between members of the organization.
o External - Contains messages that are specifically for people outside of the
organization, like customers, prospects, partners, the media
o Oral – Take place between two people, within small groups of people
o Written – Conversation through writing
Business Center
o Facility used by companies to manage all client contact through a variety of
mediums
Contact Center
o It is a centralized office used for the purpose of receiving and transmitting a
large volume of requests by telephone.
KPI
o Key Performance Indicator
o It is calculated as a measure of how well an organization is performing
against its key objectives.
Historical KPI’s
o These KPIs provide historical data that helps the contact centre to better plan
for the future
Real Time KPI’s
o Immediate view into the demand of the contact centre
o Current demands
Customer KPIs
o Create a picture of how well received your service is by your customers.
o Meets the demands of the customer
Terminologie
s
o Queue - refers to the volume of incoming, dropped and answered calls.
o Newbie - A person who is new to the industry.
o Hopper - Individual who transfers from one company to another
o Huddle - This is a team meeting conducted by the team leader where new
strategies are discussed.
o Coaching- This is a one on one talk with your supervisor.
o Mock calls - A test call done to check your level of call handling.
o Side barge - An opportunity given to directly listen on an agent taking a real
call.
o CSAT (Customer Satisfaction) - measure the level of satisfaction your
customer experienced in a call.
o DSAT (Dissatisfaction) - Measure how dissatisfied your customer in a call.
o VTO (Voluntary Time Out) - Ending your shift prior to the scheduled
time. It must be approved by the management.
o PTO (Paid Time Off) – leave with pay
o AUX - It refers to the agent’s status
o Average Handling Time (AHT) - This is measured right from the time an
agent begins the interaction with the customer
o Average Talk Time (ATT) - Measures the time an agent spends while
speaking to a customer
o Expected Wait Time (EWT) - Expected time that customers are told to
wait before they can speak to an agent.
o Interactive Voice Response (IVR) -It asks customers to press the buttons
on their telephone keypad to select which service they want.
o Blind Transfer/Cold Transfer - transferring the call without asking for
permission.
 o Warm transfer - transferring the customer to the next agent with
consultation and permission.
Customers
o A person or organization that buys goods or services from a store or
business.
Types of Customers
o Internal Customers - They are individuals, division or employee who
purchases the product of the company / organization being the part of the
company in a way or other.
o External Customers - Refers to those individuals who do not belong to
company or organization in any aspect and who are end users of the product.
Service
o Valuable action, deed, or effort performed to satisfy a need or to fulfill a
demand.
Service mission
o The direct or vision of an organization that supports day-to-day interaction
with the customers
Products and services
o The material, products, and services that are state of the art, competitively
priced, and meet the needs of the customers
Delivery System
o The way organization deliver its products and services
Training
o Instruction or information provided through a variety of techniques that
teach knowledge
Motivators and reward
o Monetary rewards, material items, of feedback that prompts employees to
continue to deliver service and perform at a high level of effectiveness and
efficiency.
Employee roles and expectations
o The specific measures that indicates what is expected of employees in
customer interactions
Policies and Procedures
o The guidelines that establish how various situations of transactions will be
handled
Management Support
o The availability of management to answer questions and assist frontline
employees in customer interaction when necessary
Customer Service
o forming a relationship with customers – a relationship that individual
customer feels that he would like to pursue.
o Kind of service that makes customer feel special, service that makes him/her
want to come back and do more business with the company and
recommending the company to other people.
Treat.
o Trust – ability to provide what was promised, dependably and accurately
o Responsiveness - willingness to help customers promptly
o Empathy - degree of caring and individual attention you show to customers
o Assurance - knowledge and courtesy you show to customers, and ability to
convey trust
o Tangibles - physical facilities and equipments, and your own (and others’)
appearance
Knowledge
o Knowledge refers to learning concepts, principles and information regarding
a particular subject(s) by a person through books, media, encyclopedias,
academic institutions
Skill
o Skill refers to the ability of using that information and applying it in a
context.