Human Resource Strategy for the problems in the Call Centre Industry
2.1. Introduction and background
Human Resource is one of the major aspects of any organization which should be considered by the employers to make the life of the employees easy on the basis of different types of facilities given to the employees of the organization (Cascio 2012). The application of the various types of human resource strategies is important to make sure that the employees of a particular sector or industry gets the right amount of motivation and work environment to perform to the best of their abilities (Stone and Stone 2013). The human resource strategy is different for the different kinds of industries that are operating in the market and should be made sure to incorporate a number of strategies for the better working of the enterprise.
In addition, the human resource department also makes sure that the people indulging the various kinds of work culture are liable to get the benefits that the company has for them in terms of monetary and non-monetary means (Tracey 2016). The application of various kinds of strategies and ways are some of the major instances through which the following can be achieved in the call centre industry as discussed in the assessment in the previous one.
2.2 Scope of the report
The scope of the report is to measure the different kinds of human resource strategies that are to be applied for the workers employed in the call centre business of India as well as the different types of human management ways and techniques using the various forms of methods already mentioned.
2.3 Purpose of the report
The report aims to see the various kinds of human resource strategies that are to be implied to the human resource department of the call centre industry of India to make sure that the workers working for the industry get the maximum benefits that help them to retain and make the option a career choice (Cowling and Mailer 2013). It should also help to eliminate the various problems that are surrounding the industry as the whole.
2.4. Different types of human resource strategies
. Human resource strategies are defined as the various kinds of strategies and policies that are applied to the management of the various kinds of employees within an organization on the basis of the different kinds of human resource activities done by the authorities. The importance of these strategies lies in the fact that they help to get the better working of the employees after listening to their problems and making solutions for each of them according to the various kinds of issues faced. There are various kinds of Human resource strategies that are applied to the basic human resource management in general. These can be classified into the two types –
Overarching strategies are defined as the general types of strategies that are implied by the organization for the overall betterment of the employees of the particular organization. These strategies describe the intentions of the organization and the specific steps that are to be taken to measure the kind of aims and purpose that the organization has in terms of employee betterment (Nanji et al. 2012). The overarching strategies are generally meant for the basic management of the employees of the firm.
Specific Strategies are defined as the various kinds of strategies that are meant for the betterment of the various kinds of human resource aspects within an organization. The various kinds of specific strategies can be said as namely talent management, knowledge betterment, employee rewards and retaining of employees, resourcing and continuous improvement (Lashley 2012). The specific strategies are meant to deliver the certain kinds of betterments in the employees of the organization.
The impact of the Human resources strategies are to make sure that the employees of the organization are effectively working in the module given so that there is no problem in the organizational culture. The various kinds of needs and demands are to be seen and implied and to be made sure that the people of the organization are measured according to their demands. Human resource strategies are to be implemented due to the effective working of the people of the organization and so that they get the desired amount of motivation and conditions for working. In addition, the various kinds of human resource management in the call centre industry is to be made sure that the employees are not overloaded in the work module and they should be given enough focus for the relevancy of the situation and also the workers needs for making the workings in a better condition (Lockwood 2013).
The sector that is being stated here is the call centre industry of India which is one of the new industries when compared to the various other sectors of the country. The interest of the youths should be attracted to the industries due to the decent amount of payment that the industry offers and also the various kinds of role plays that the industry has in the form of challenges.. The call centre industry should implement both the Overarching and Specific strategies described above for the better working of the team in the industry.
In terms of the general Overarching strategy, the human resource team can help to make sure that each of the employees are getting their payment on time and in due course. In addition, the people of the industry should be given enough opportunity for the various kinds of means that are to be done by the human resource team. The practical welfare of each of the employees should be considered and are to be made into action. In addition, the various kinds of measures that are to be included to make the industry fetch the highest degree of relevancy in terms of employee engagement should be made into action. In general, these types of strategies should be conducted for every kind of employee regardless of their needs in an organization.
Pay management of the employees is to make sure that the payment of the employees in the work is done in an apt manner by the strategies introduced by the human resource policy of the call centre of India. The pay management of the employees is to make sure that the management is to be active in making sure that the payment of the employees is to be done in a well manner. The pay management of the call centre in India is to make sure that the employees have their payment on time.
The performance of the employees is to be made sure to achieve the specific modes as required by the people of the organization. The performance is one of the major factors that are there in the process of the uplifting of the people in the organization and so a performance improvement strategy in the overarching strategy is there in the self.
Career development and reward is one of the major overarching strategies that can be applied by the people of the organization so that there are specific sessions and development modules for the employees of the call centres. The programme that has the career development of the employees makes it easy for the employees to gain apt knowledge and also make sure that they are there in the specific call centre of the country.
In case of specific strategies, three types of specifications should be made into action namely training and development, recreational and motivational (De-la-Torre et al. 2012).
Training and development is one of the prime strategies that are to be provided by the department of the human resource team to make sure that the employees of a particular organization are given enough focus for their performance. The training is necessary for the better working of the employees and also to make sure that the performance level of the organization are maintained to a major extent. The Indian call centre employees need training in different fields such as call receive, customer convince and also to make proper decisions regarding the customer satisfaction of the company.
The talent management strategy is one of the biggest specific strategy that is to be followed in the human resource management of the call centres in India. The talent management is one of the major instances in which the individual talent of the employees are being addressed and evaluated to make sure that each of the talents of the employees are being held in the office premises (McDermott et al. 2013). The individual talent of the employees are being addressed in the proper manner so that the requirements of the call centre is being fulfilled in the same. The talent of the employees is to be addressed in the same manner so that the work of the call centres is according to the talent of the employees which can make the call centre better in every way and also give more work to the centre.
Reward in both monetary and non-monetary form is to be given to the employees to make sure that each of the employees have the level of motivation in them. Reward in any form makes sure that the employees are interested in their work which in other words also makes that the work of the company are also attractive to the whole matter (McDermott et al. 2013). The reward policy is therefore one of the best ways to motivate the employees and have their human resource work done in matters to call centres in India.
The various kinds of HR models that are to be applied in the same human resource regime are the David Ulrich’s HR model which can be applied in the case. The policy states that the role of the HR strategies are to act as a business partner, change agent, administration expert and employee advocate. The strategic framework of the call centre in India is to be addressed all over the globe using the means to identify the strategies to make sure that the working of the human resource is being done. According to the model, the basic scope of the HR policy is to make sure that the facility is on the top of the company and how the responsibilities are there in the HR units and the operations.
2.5 Solutions to the problems
The various kinds of problems in the call centre industry of India is one of the major issues that needs to be assessed by the human resource team of the company in regards to the various kinds of human resource problem done. One of the major solutions is to give the employees major training sessions for the conduction of the work in a manner that is apt for the role. The training is to be done in a way that majorly attracts the various kinds of people into the sector especially the youth of the country (Rod and Ashill 2013). The attraction of the youth makes sure that there is a greater employment opportunity in the sector related to the call centre organizations. The better opportunity of the call centre organization will provide better employment ways and means to the employees and will also provide adequate number of facilities along with the salary given.
The concept of the people to make call centre as their part time should be changed to full time so that more number of people can get involved in the occupation and also to make sure that these people are given much progress in their career field. The major problems of the workers should be met with and dealt in a proper manner so that the employees of the organization are better at making the means end (Rod and Ashill 2013). Training and required amount of non-monetary benefits should be provided by the people or the authorities so that there is an adequate mixture of work and recreational feature in the same. Recreational feature of the employees is one of the major factors in the production of the employees as without a proper balance of work and life, there cannot be required amount of production at any level.
Another solution to the problem is the fact that the workers should be given enough scope for making the workers feel secure in the job by letting them access the seriousness of the post. It should not be treated as a job which is on a part-time basis. The variety in the work culture and the measures of recreation is one of the major ways in which in which the solution for the same can be achieved. The call centre industry of India is one of the major industries that delivers the right kind of works in their sectors and the solutions to the problems is achieved by a variety of ways that can make the working of the human resource management one of the better ways to make the work culture of the industry sustainable in the longer period in an employment oriented country like India.
Conclusion
In conclusion, it can be stated like any other sector, the importance of human resource management in the call centre industry of India is major related to the fact that with the proper implementation of the human resource management strategies of the call centre industry, it is possible to make sure that the employees working in the industry are given proper value of their work and also made sure that the people associated with the various other fields but wanting to make a mark at the sector are also given a positive approach in the industry. Call centre of India is one of the major sectors that need proper strategies and models of human resource to make sure that each of the workers working in the environment are getting the desired result in the same manner.
In recommendation, it can be stated that just like any other sector operating in a developing economy, the call centre industry is there to make a mark at the level of employment. Call centre industry is one of the largest industries in the modern world with the capacity to engage a huge amount of employment and customer satisfaction. There are a number of ways in which the call centre industry can be flourished like penetrating into the problems of the employees and also giving adequate means for the customer service support.
The various recommendations for the better working of the customer support of the call centre operating in the various companies of the world are made sure that the working of the sector is totally dependent on employee retention and also to make sure that like every industry, it receives a great upsurge in the future with the better implementation of planning to satisfy the organization and the employees. The call centre employee should be now assigned to a better future by the organization and company.
References
Cascio, W.F., 2012. Methodological issues in international HR management research. The International Journal of Human Resource Management, 23(12), pp.2532-2545.
Cowling, A. and Mailer, C., 2013. Managing human resources. Routledge.
De-la-Torre, M., Granger, E., Sabourin, R. and Gorodnichy, D.O., 2013. An individual-specific strategy for management of reference data in adaptive ensembles for person re-identification.
Lashley, C., 2012. Empowerment: HR strategies for service excellence. Routledge.
Lockwood, J., 2013. International communication in a technology services call centre in India. World Englishes, 32(4), pp.536-550.
McDermott, A.M., Conway, E., Rousseau, D.M. and Flood, P.C., 2013. Promoting effective psychological contracts through leadership: The missing link between HR strategy and performance. Human Resource Management, 52(2), pp.289-310.
Nanji, K.C., Ferris, T.G., Torchiana, D.F. and Meyer, G.S., 2012. Overarching goals: a strategy for improving healthcare quality and safety?. BMJ Qual Saf, pp.bmjqs-2012.
Rod, M. and Ashill, N.J., 2013. The impact of call centre stressors on inbound and outbound call-centre agent burnout. Managing Service Quality: An International Journal, 23(3), pp.245-264.
Stone, R.J. and Stone, R.J., 2013. Managing human resources. John Wiley and Sons.
Tracey, W.R., 2016. The human resources glossary: The complete desk reference for HR executives, managers, and practitioners. CRC Press.
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