HRM has become increasingly complex in the contemporary business environment largely due to the dynamism of business dimensions. The changing needs and demands of the employee base have decreased the negotiation power of HR managers following which the latter have found it relatively difficult to satisfy the requirements of the workforce. It is imperative for HR managers to assess the performance of the workforce, recognize their effort through appropriate compensation packages and reward schemes, provide them with proper training and development and ample scope for attaining all-round development. These are the aspects that define an effective manager. It is with regard to this fact that the researcher will be conducting a case study on Tengo Ltd which is primarily engaged in notebook manufacturing.
The company has recently encountered high employee turnover in its call center division and it is being perceived that managerial ineffectiveness is the primary cause behind this unfavorable environment. Therefore, the author will attempt to analyze the main cause behind poor customer quality in Tengo as well as high labor turnover that has gone past the industry average in an effort to make recommendations with respect to strategic human resource management. Several rationales can be pointed towards the poor quality of customer service in Tengo.
First of all inadequate training and development facilities has deteriorated the quality of service provided to customers. The efficiency of the customer service team is not up to the standard which in turn has affected their response time per customer. Consequently, the satisfaction index of customers in terms of customer service provided by Tengo has deteriorated considerably. The customer contact center has a number of functional departments that are responsible for dealing with different technical issues associated with the notebook.
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