Organization means people…
Nov 3rd, 2010 by imransiddiqui
“People are organization” this line struck my mind during class 14. These three words narrates the success story of many businesses, such as KenCall, Kenya’s largest and most successful contact center. KenCall supports retail businesses to NGOs and utilities to financial services. The only spice to this success recipe is organizational culture.
KenCall has established common values and beliefs. It leads to a unified approach towards meeting the goals, which in turn achieved high customer satisfaction. Certainly, HRM has played a vital role in building the positive organizational culture and enable employees enjoy higher job satisfaction. They not only followed up regular discussions on the strengths and weaknesses of KenCall, which helped reduce role ambiguity for employees and develop the approach towards completing a task, but also motivated them. For example, the supervisor often rewards the employees with rewards such as champagnes, gift hampers or even a thank you card. Such intrinsic factors motivate the employees, peeling out the best from them. This directly effects customer service, where the customers enjoy service of an employee who himself enjoy his work. This results a win-win situation for both the KenCall and its customers.
Sources: http://www.callcentrehelper.com/
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