Question

What job information would you collect when conducting a job analysis for call centre employees at ServiceOntario?


2. What could be some potential problems when developing written job descriptions for
call centre employees?


3. How could ServiceOntario ensure that call centre employees’ jobs are designed according
to the job characteristics model?


4. Would working in teams be effective for call centre employees at ServiceOntario?
Why or why not?









5. Could call centre employees work from home? What potential problems could this cause to
the design of their work?

Answer 1

SOLUTION:-

(1)

Training and Experience

• Secondary school confirmation or proportionate
• Capable insignificant PC applications
• Required language capability
• Information on client support standards and practices
• Information availble to come into work focus communication and innovation
• Some involvement with a called community or client assistance condition
• Great information section and composing aptitudes
• Information on the organization and administrative procedures

Key Competencies and Skills

• Verbal and composed relational abilities
• Listening abilities
• Issue examination and critical thinking
• Client care direction
• Authoritative aptitudes
• Tender loving care
• Judgment
• Versatility
• Cooperation
• Stress resistance
• Flexibility

These things are required to perform duties and responsibilities like:

• Answer calls and reacts to messages
• Handle client requests both via telephone and by email
• Look into required data utilizing accessible assets
• Oversee and resolve client grievances
• Furnish clients with the item and administration data
• Enter new client data into the framework
• Update existing client data
• Process requests, structures and applications
• Distinguish and heghten need issues
• Course calls to proper asset
• Archiveall call data as indicated by standard working methodology
• Complete call logs
• Produce call reports

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