Human Resources at Banco call centre
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Executive Summary
This report identifies and analyses the main Human Resource issues at Banco in addition to providing recommendations for improvements. It indicates key benefits based on appropriate theory and literature. It evaluates each department of human resources and provides solutions to help resolve existing problems and eradicate aspects of business activity that are hindering the overall performance of the business.
Context and Problem
Banco currently operates throughout the country with nearly 300 branches nationwide. The report focuses on human resource issues concerned with the call centre Banco has recently established in order to provide a more competent service for its customers. This industry has rapidly grown throughout the UK within the past few years and an increasing number of businesses have integrated these methods into their services as a means to improve customer service, evaluate staff members more proficiently and ultimately improve the efficiency of the business as a whole. Call centres are at present the fastest growing part of the service sector in Europe, within the UK alone there has been an increase of 24% in the number of call centres from 2001-2005 (Mintel, 2006)
The centre is located in an area of low employment; the majority of staff are full time workers, although predominantly, staff in the call centre operate on a part time basis. Although there is a distinct lack of routes of communication for staff, there is a recognised trade union integrated within the company. However, the problem with this being that there is only around 50% of staff who are currently involved. Currently there is an ineffective hierarchy that has strugg ...