Research into Call Centre Customer Confusion

Research into Call Centre Customer Confusion Discussion Following from the results obtained from the survey, most participants had used the call centre service within the past six months and the perceived confusion level by customers was relatively high. Evidently, this research reinforces the fact that consumer confusion still exists within the call centre service. The first factor which influences customer confusion was identified as gender. The majority of the participants in the research were females, however it was also found that there was a higher involvement of male staff working at call centres. This supports the literature review as research suggests that female customers tend to ask more questions during the centre call service than males. It can be detected that this was because males cannot communicate effectively with females. An approach that can be taken to reduce this aspect of customer confusion is to employ more female staff in call centres. Furthermore, before customer service is provided to the customer, the call centre should provide the option to the customer of being attended by a female or male staff, according to their preference. Another substantial cause of customer confusion was language barriers. This is an issue which reinforces the theory suggested by Robison et al 2006. His theory suggests that outsourcing to other countries influences the structure, quality, outcomes and satisfaction in call centres. From our research we found that the majority of customer confusion was caused due to accent and pronunciation issues, due to outsourcing calls abroad. However, our results could not support the effect on outsourcing calls abroad has on the structure of call centres. For participants, the majority of assistance within call centre was non-native English speakers. However it does not indicate that the culture or background that an assistant possesses influences the quality of customer service provided. This point is limited by the context of this research as it is solely based in the UK. By the fact stated in the literature review, English call centre providers tend to outsource calls to other countries most commonly, India. The culture between the UK and India is similar; however there is a significant difference between some countries, such as China, and the UK. Today, more foreigners are coming to the UK which results in a wider variety of customers using call centres. This can explain the continuation of customer confusion in the UK. Accordingly, organisations may need to provide training to assistants relating to cultural differences, especially if some customers from certain countries formulate a considerable portion of their customer basis. Technical issues were also identified from the research carried out which organisations can effectively tackle. The first issue identified was the incompetency of the assistant, such as the lack of expertise about the service or product the company provides. Thus, the company should provide and emphasise the knowledge regarding the product or service they offer sufficiently. Furthermore, the lack of communication between the call centre and other department within the business was identified as the third vital cause of customer confusion. Frequently, customers raise questions that cannot be answered by the knowledge of a certain department. This results in customers experiencing another step, dialling another number for instance, in the call centre process which irritates customers with consumer confusion. To address this issue, a communication system must be established amongst departments, to actively connect customers to the appropriate department who can resolve their problems ac curately. Additionally, another technical problem within call centres is call background noise that organisations must remove enhance the quality provided by the call centre. As written in the literature review, customers may prefer to help themselves when they wish to solve the confusion they have, which was also found in the survey that customers tend to try to browse the organisations official website to see if they can solve the problem without a call to avoid the potential confusions that might be caused during the call centre service. Airline industry as an example, was the sole industry which the participants in the survey did not use call centre for. Certainly there are distinct natures among various industries, but the well-organised and informative Airline industrys web-enabled call centre service can be an inspiration for other industries. Manage the firms website used to interact with customers more effectively with more benchmark of information, better structure and cle arer guide. Moreover, the organisation can transform the traditional calling conversation into online chat by typing or video calling. Ethical issues were also highlighted as a source of consumer confusion. The spam calls which customers receive irritate them and cause their customer confusion. Therefore organisations need to be more concerned with ethical issues that may cause customer confusion and impact on their organisational reputation. The last limitation found relates to the human resource management in the call centres, the assistants attitude and behaviour particularly such as the behaviour mentioned by a participant in the research, launching into their script without any introductions. Therefore additional training should be stressed regarding the courtesy of caller conversations.

Korea and Japan

By the end of 19th and the beginning 20th century nationalist agenda of Korean intellectuals was built around the â€Å"civilization and enlightenment† tenet. The sweeping pace of European penetration made Koreans aware of their backwardness. Redemption of the past and reformation of the present was a primary aim of Korean intellectuals, which grouped in publicists’ coteries and promulgated a Gospel of â€Å"Civilization and Enlightenment.† Touted as universal and praised by the writers who dominated public opinion the nationalistic reform project was shaped and started to exert mighty influence upon virtually every stratum of society. Unrivaled by any other distinct opinion the newspapers and magazines’ writers pushed the country towards â€Å"Civilization†. The early calamity and unrest was an indication of the power crisis in Korea. The peasant upraise of 1894 almost overthrew the King’s authority (p. 25) and inspired subsequent massive Kabo reform program (p. 30,104). Frailty of King’s power and imminent intrusion of China troops made Japan promptly assume the Liberating role. The tone of Kabo reform and the prominent political figures bore a Japanese touch. The young politics engaged in reforms were Koreans who recently fled to Japan and returned on the wave of national revivalism. The outcome of Sino-Japanese war evidenced Japanese industrial and military superiority and underscored the â€Å"new knowledge† assosiated with West exclusively in the past and Japan and West presently. (p.57) Though journalists and intellectuals did not endorse the internal mutiny and emphasized a deliberative and civilized passage to the aim, the symptoms of the crisis may only contribute to the credibility of the much-professed â€Å"Civilization and Enlightenment† tenet. The internal issues occupied the most of the papers’ space. Self-abasement and derision on the deep rooted Korean parochialism made the agenda of the day. In general, it was the pundits of the nation that revealed the vices of Korean individuals. â€Å"The people were the basis of national power.† (p. 39) â€Å"Family was juxtaposed with nation, the former being the source of superstition and the latter associated with â€Å"civilization and enlightenment.† (p. 40). The undividuals were building blocks of the nation. Korean intellectuals deemed progress and enlightenment to be within their reach. The nations, in their turn, became the units of globalized world, sharing the common trajectory and destined for further Enlightenment and development. The atmosphere of alien, European presence inside Korea would only incite their country’s progress. Notably, the concept of social Darwinism, inherent with modern science, was not endorsed by Korean authors. Instead, they pursuited the model of Idealistic Globalization with themselves as men â€Å"of this internationalized age† (p. 42) speaking for the nation. The â€Å"selfstrengthening logic† penetrated the intire spectrum of nationalist press which in effect was but â€Å"the cacophonous voice of intellectuals committed to â€Å"Civilization and Enlightenment†(p.46). Korean newspapers prior to 1905 were rather popular but almost always in straitened conditions. (p.51) Nevertheless, they â€Å"brought together leading government officials with its nonofficial members.† (p.49). â€Å"Reimagining of the nation away from the conceptual framework† inherited from the early regime as well as from spatial network with China in the center was new nationalist agenda. To detach from Chinese origin and return to own culture meant to vindicate the national grace. â€Å"To be sure, writers did differ in their representations of China as barbarous. But in a press that, despite divergent political stances, uniformly defined its mandate as enlightening the people, these difference were mainly a matter of tone.† (p. 59). At the time, China seemed to lose all of its past cultural significance and turned to â€Å"the laughing stock of the world.†. The revering of the foreign and the loss of national dignity was ascribed to early Chinese culture’s intrusion which, in the terms of social reformism, might only mean the call for cultural purification as a mean of attaining national purity. The language issues were the first to be addressed. â€Å"As the â€Å"new knowledge† intruded into Korea along with the guns and capital of the imperialist powers, the privileged relationship between knowledge and characters was increasingly challenged.† (p. 66) The influence of Chinese patronage was cut off by the hand of King which vested into the yellow robes of emperors in October 1897, thus undermining the exclusiveness of title which belong only to China and Japan ruler. (p. 74). Nevertheless, the cultural approximity and the feeling of shared destiny called for East countries’ alliance against the West. Though China was dethroned, the newly emerged category of the West pooled Chinese positive features along side with those of Japan and Korea.   Ã‚  Ã¢â‚¬Å"According to the logic of decentering the â€Å"Middle Kingdom,† what was Chinese, and thus rejected, was in this fashion subsumed into the category of the East, to which these Korean authors could still lay claim.† (p. 82). â€Å"The three countries of our yellow race are mutually dependent, like an axle and cart or lips and teeth.† (p. 89). The regional identity was based on the intrinsic fears of the West civilization. The threat of Russians which will subdue Korea was exploited by Japanese. (p.92). â€Å"The dilemma for the editors was how to reconcile this historic vision of an East-West struggle with the contemporary reality that it was a fellow Eastern nation that presented the most immediate threat to their sovereignty† was never surmounted. The vivid symbol of the fire which engulfed the neighborhood and, incited by the severe winds of the Western imperialism, tends to spill into the bordering areas instigated a perception of the common cause and inseparability of China, Korea and Japan. (p. 90) Gradually, Korea turned into a colonized country by its protector. The production of national knowledge was compromised by Japanese censors activity. The information and literature tended to be of Japanese origin. The translated works were available only in Japan. The intellectual dependency became possible because â€Å"both structured their respective political projects around â€Å"civilization and enlightenment.† and the overlapping of strategies only emphisezed the affinity Korean and Japanese reform agenda. (p.105) Some go on denouncing Japanese achievements and the righteousness of the fact that Japan   sided with the civilized countries of the West. The most defied profile was a cultural authencicity of Japan and did not give in to colonialists powers. â€Å"The material civilization of Japan, which it boasts leads the East, all came with the arrival of Western ships. And what Japan boasts to the world as its own unique culture was all once imported from our country.† (p.109).

The Secret Details Into Uncommon Topics for Persuasive Essay That Many People Arent Aware Of

The Secret Details Into Uncommon Topics for Persuasive Essay That Many People Aren't Aware Of The Uncommon Topics for Persuasive Essay Stories In the beginning, you can discover that it's quite tricky to learn how to compose a persuasive speech but using a positive strategy and enough devotion, you will have the ability to make an outstanding material and engage the audience without difficulty! To guarantee success, you want to set up a strong ethos. Look around you and you'll note a type of persuasion or the other. Mental attitude impacts the healing approach. Lies You've Been Told About Uncommon Topics for Persuasive Essay There are range of options for the necessary nutrition. Make certain it includes interesting facts, statistics, shocking particulars and any other info, which might intrigue the audience. It's not simple picking a topic for your speech because there are many choices so look at these factors when deciding. It is preferable to search online since it will conserve a plenty of time. There are positive and negative men and women. A great deal of it simply is dependent on your nature and interests, as what you find easy and interesting, others might discover dull and too complicated. It's best in the event you choose a topic in which you get a genuine interest in as you'll be doing a lot of research on it and if it's something which you take pleasure in the procedure will be significantly easier and more enjoyable. It's good as they can easily find help and it may also prevent them from doing something naughty. A frightening job, and even under pressure, leads to the simple fact that you're desperate. Remember that you're attempting to make your audience except a brand-new vision of the issue. Not all mentally folks are violent. Now, convince the people that there's an issue. The Uncommon Topics for Persuasive Essay Cover Up Well, first, you are going to want to find good persuasive speech topics. Thus, a speech should be organized. You've been requested to provide a persuasive speech. If you still don't understand how to prepare an intriguing speech, EssayShark can assist you. The Debate Over Uncommon Topics for Persuasive Essay Overall, you can observe that writing a persuasive essay isn't a brain surgery. It's not ethical to get rid of people like we try to get rid of diseases. Domestic abuse awareness should be raised. For you, it's one animal among many. The Unexposed Secret of Uncommon Topics for Persuasive Essay Sure, with this kind of a huge selection of topics to pic k from, picking just one may be challenging. Below is a good example of good persuasive speech topics based on various categories. The list is intended to inspire ideas. Maybe you thought you learned more due to the internet format. Even in the event that you give an outstanding speech, it will be more difficult to continue to keep your audience interested should they feel like they already understand what you're likely to say. The reader ought to take the author's side by the close of the reading. For one to have the ability to earn a fantastic persuasive speech, an individual must decide on a topic that the listeners can relate to. Thus, the speaker should make sure they use credible and relevant sources. Furthermore, he has to ensure that they do not alienate the audience even as they present their genuine perspective on the subject. Ultimately, he wants to persuade you to do something. Not just that, the content of your speech also needs to be convincing. If you prefer to motivate others, you have to pick a highly persuasive speech. To begin with, if you're arranging a persuasive speech, you ought to think about a topic that may create mental pictures in the minds of your audience. Take a look at our presentation if you need to find out more about creating a high-quality speech that will draw in the audience! Homework should be quite light. Student spend the majority of their time in school. Students should continue to keep their mobile in silence in order to not disturb the class. They should be allowed to listen to music during prep time. Students are accustomed to the fact which their professors give them with the assignment's topic. Every student should learn a minumum of one foreign language. Many students think that it is a waste of time. Most students need to write down a persuasive essay for unique varieties of occasions. The Do's and Don'ts of Uncommon Topics for Persuasive Essay Making your audience feel comfortable is the secret to giving a thriving speech. Speaking when ever you have the opportunity can help you get to the aim of speechmastery. Discussing something which you are familiar isn't only more fun but also a ton simpler. You may find there's a compelling argument for learning another language after all! While it could be hard to select from such a number of persuasive speech topics, take into consideration which of the above you've got the most knowledge of and can argue your opinion on. Excellent examples are rising in road accidents and theft. The absolute most important component to t ake into consideration when planning your controversial speech is choosing a fantastic topic that suits your personality. The Uncommon Topics for Persuasive Essay Cover Up During the duration of your academic career, whether at school or university, you'll almost certainly have to write a minumum of one problem solution essay. To defend your subject, you might recall the effect of overloaded schedule on college grades. Still, figuring out the very best topic for your essay isn't your only concern for a student. Argue that public higher education has to be free for everybody.

Prosecuting Juveniles As Adults in The Criminal Justice...

The word most frequently used to describe the growth in the rate of violent crime among children 17 years old and younger is epidemic. The alarming rate at which children are committing crimes has increased the amount of questions on what should be done with these juveniles. The National Center for Juvenile Justice states how â€Å"Every state but Hawaii now allows juveniles to be tried as adults for certain crimes,† so why are people struggling with laws allowing young offenders to be tried as adults? (Juvenile Justice) They are children, and the lack of maturity and brain development can produce risky, impulsive behavior, and should be treated rather than persecuted and written off. In the law, a juvenile is defined as a person who is†¦show more content†¦The juvenile court’s responses to crimes are generally more lenient than the adult court response. Juvenile court proceedings are held in private, whereas adult court proceedings are public affairs. Als o, the offense committed and the punishment is the focus of adult courts, whereas juvenile courts focus on the child, and helping them through rehabilitation, supervision, and treatment (Allen). Harry Allen describes in his book how, â€Å"Adult courts may deprive adults of their liberty only for the violation of criminal laws, and juvenile courts are empowered to control and confine juveniles based on a broad range of behavior and circumstances† (Allen). One issue is determining whether children have the capacity to commit such gruesome crimes. How does a child even know how to murder someone, or rape a person? Many children show early signs of being capable of committing future violent crimes. However the American Psychology Association reports that â€Å"†¦the part of the brain that is responsible for good judgment and the control of impulses—the pre-frontal cortex—is still immature; consequently, children of this age-period, don’t have yet the capacity to fully control their impulses† (Goldman). In adolescence, the brain still has much capacity for growth, and may indicate that troubled teenagers can still learn restraint, judgment, and empathy (Glueck). Adolescence is a time of great change in the brain.Show MoreRelatedProsecuting Juveniles In Adult Court1510 Words   |  7 Pagesï » ¿ Prosecuting Juveniles in Adult Court Kimberly Washington Introduction to Statistics for Criminal Justice Ayana Conway, Ph.D., Assistant Professor September 30, 2013 Abstract This research paper will examine whether or not juveniles that commit violent crimes should be tried as an adult. Through research, I will establish an argument that children who commit the crimes of an adult should be punished as an adult. Data based on experience and observation detailing the number ofRead MoreTrying Juveniles as Adults Essay1312 Words   |  6 PagesAccording to Caldwell (1961) the juvenile justice system is based on the principle that youth are developmentally and fundamentally different from adults. According to Mack (1909) the focus of the juvenile justice system has shifted from â€Å"was the crime committed† to â€Å"why did the child commit the crime†, â€Å"how can we help the child†. When performing as it is designed and up to the initial intentions, the juvenile court balances rehabilitation (treatment) of the offender with suitable sanctions whenRead MoreWhat Are Five Major Court Cases That Influenced Our Treatment Of Juveniles T oday?1203 Words   |  5 PagesAssignment 4.1 – Juvenile Court Process What are five major court cases that influenced our treatment of juveniles today? For each case, briefly state how the case has made an impact. Five major court cases that influenced our treatment of juveniles today include Kent v. United States (1966), In re Gault (1967), In re Winship (1970), McKeiver v. Pennsylvania (1971) and Breen v. Jones (1975). Kent v. United States (1966) set the standards for transfers. 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The only noticeable shifts were found in the application of these terms inside the criminalRead MoreJuveniles Should Never Be Charged As Adults894 Words   |  4 PagesJuveniles should NEVER be charged as Adults The criminal court system is the system of law enforcement that is directly involved in apprehending, prosecuting, defending, sentencing, and punishing those who are suspected or convicted of criminal offenses. While the juvenile court system, is used to address and deal with youth, who are caught and/or convicted of crimes. The juvenile court system was established in the United States about two hundred years ago, with the first court appearing in IllinoisRead MoreShould The Texas Criminal Justice System Be Legal?1375 Words   |  6 Pagesalways been known to have a strict criminal justice system. The justice system in Texas used to hang criminals for serious crimes they were convicted of doing. Texas has never been faced with the question we face them with today. Should the Texas criminal justice system be able to charge juveniles as adults in trials when faced with serious charges? Prosecutors are using both sides of this argument to their advantage. In Texas, the Juvenile Law states that, â€Å"a juvenile is defined as a person who is notRead MoreRights of Juveniles1267 Words   |  6 PagesDescribe the Legal rights juveniles have today To protect juveniles from self-incrimination, provisions were made to have the Miranda rights available before being questioned by the police. A 1979 us supreme court ruling found that juveniles should have a waiver and be old enough to understand the consequences of waiving their rights. The Miranda rights also protects juveniles against the unlawful search of their personal property, unless it is to maintain order and safety among other studentsRead MoreJuvenile Injustice : The Effectiveness Of The Juvenile Justice System Within America1888 Words   |  8 Pages Juvenile Injustice: The Effectiveness of the Juvenile Justice System Within America T’nea Boyd John Jay College of Criminal Justice  Abstract This paper examines the effectiveness of the American justice system surrounding juvenile offenders not yet responsible for their punishable acts. Although the purpose of the juvenile justice system is the rehabilitate and deter juvenile offenders from breaking laws, evidence suggests the justice system is ineffective and unjust. The sentencing of juveniles