Scenario

You are the new manager for Careers Call Centre Sales Team B. The team has 3 staff members- Fernando, Chaoran and Yuki.

Careers Call Centre sell mobile phone plans and Sales Team B has the lowest sales figures of all the current teams.

All three sales members are from different cultural backgrounds and there seems to be quite a bit of tension between different team members, as well as between your team members and the other teams.

Chaoran's average sales per day are 3.5 and he has issues with Fernando. He thinks Fernando is being overly loud and very opinionated. He believes that Fernando is trying to become the new team leader and complains that he has no right to tell him what to do.

Yuki's average sales per day are 2. Yuki finds Chaoran to be very abrasive in his mannerisms and feels that he is always angry and upset at her. This makes her not want to talk to him and she avoids him where possible.

Fernando's average sales per day are 4. He feels frustrated that Yuki doesn't speak up for herself when Chaoran is being mean to her and feels Chaoran is stubborn; refusing help and advice.

The reason for your appointment as manager is that there have been complaints about the services delivered by this team, and therefore senior managers decided to hire someone externally to manage the team efficiently. They have also identified a few problems in the team:

Communication between team members appears to be strained at times

The levels of cooperation are falling

Communication with the other teams within the organisation are not as good as they should be. There is no one currently taking on a leadership role

Prioritisation of tasks appears to occur on an ad-hoc basis

Average individual sales are supposed to be 5 units per day and 25 per week for a full-time employee

Last week the total sales were 50 (10 for Yuki, 25 for Fernando and 15 for Chaoran)

Currently the management has no systems in place to gather team members input into planning, decision-making and general operational aspects of the team or support team members to achieve the organisational objectives and goals. Only team meetings are held on quarterly basis, where the team leaders have input into the planning, decision making and operational aspects of team members performance and the support or the training that the they need. Based on the team leaders' feedback, the training sessions are organised. There is no input from the team members.

While each of the team members were selected for their role on the basis of demonstrated skills and expertise, they seem unable to work together effectively.

Your initial role, therefore, is that of trouble shooter, problem solver and team facilitator. You need to bring this group of people together to form a cohesive, effective and productive team and to make sure that the organisational goals, plans and objectives are well understood by them, and that there is a common understanding of team purpose, roles, responsibilities and accountabilities.

The organisational goals, plans and objectives are as follow:

Organisational goals

A sustainable workplace environment.

Meet or exceed call center metrics while providing excellent consistent customer service.

Organisational objectives

Improving sales and recommendations for products and services better suit client needs.Building lasting relationships with clients and other stakeholders based on trust and reliability.

Improve support for team members regular feedback on performance. Improve conflict resolution between members

Focus on the efficiency of the organisation, not the effectiveness of the individualContinuous professional development and training of employees

Continuous gathering of internal and external feedback from all stakeholders for improvement of workplace processes better.

Empower customer service staff to handle customer issues and trust them to do the right thing.

Key performance indictors

Average sales per day

Compliance with all company policies and procedures

Achievement of sales targets

task3 start here......

Task: Meeting with individual team members

In continuation with the scenario provided in UAT2, the following is an additional scenario provided for the task.

Three months after the learning plan was implemented you have noticed a significant improvement in the overall performance of your sales team.

Sales are now, on average 27 units for each term member per week, above the overall average.

The team is a lot closer and works together to solve issues and problems that arise. Chaoran has become far happier and protective of his team mates. Fernando and Yuki have both commented that now he has accepted them as part of his social group, he is a very loyal and helpful, sometimes becoming slightly overprotective especially of Yuki. He has had some heated exchanges with other sales teams, and they have stopped harassing her since.

Your team has begun to emulate your positive behaviour.

Yuki is still struggling with her sales volume and this has been identified as being a part of her quiet aptitude (though she has improved somewhat from observing your methods of dealing with customers). She believes she would benefit from further training.

Part A:

You are the Customer Service Team Leader of the company. Your role is to encourage, value and reward individual and team efforts and contributions. You also need to encourage your team members (Chaoran, Yuki, Fernando) to take responsibility for team activities and improve their internal and external communication.

You need to act, communication and support the team in a professional manner and serve as a role model.

Three fellow students will play the roles of Chaoran, Yuki, Fernando and your trainer/assessor will observe you during the role play.

Chaoran, Yuki, Fernando will discuss the concerns mentioned in the case study and discuss how it affects them when they are dealing with customer.

The role play must cover the following points:

PRJ3.1: Encourage, value and reward the team members

Discuss the strengths of each team member and how his/her contribution is helping the organisation to achieve the goals

Discuss how teamwork can lead to better customer service

PRJ3.2: Encourage each team member to participate in meetings and discussions

Explain the importance of teamwork to achieve success

How teamwork can improve effective communication

How to take responsibility for team activities

PRJ3.3: Support the team by identifying and resolving the work performance issues

Actively listen to the team member concerns and issues

Provide the required resources to perform the task

Provide facilities and create an environment that supports the team to achieve their goals

PRJ3.4: Your contribution serves as a role model

Communicate with team members in a professional manner

Make sure you set high standards for you and your team

Do not discriminate or do not use discriminatory language

Part B: Team progress report

Based on Part A of the assessment task, you are required to jot down a report and send it to the Sales Director (your trainer/assessor) via email (ask trainer/assessor for email address) outlining the feedback you have observed and received from your team and the progress they have made. Discuss current unresolved issues within the team and strategies that you plan to take, with consultation, to solve these issues.

The word limit to complete the report is

The report must incorporate the following points:

PR3.5: Five (5) steps to encourage team members to participate in team activities.

PR3.6: Three (3) ways to support team members while resolving work performance problems. PR3.7: Five (5) factors to consider while serving as a role model for team members.

PR3.8: Methods and tools to develop open communication processes with all stakeholders.

PR3.9: Steps to follow while communicating information between management and team members.

PR3.10: Tools and procedures for communicating unresolved issues, concerns and problems raised by team members and follow up procedures with management.

PR3.11: Analyse unresolved issues, concerns and problems raised by team members and suggest corrective actions for them.

You must use the given template, prepare a report using MS Word and send it to your trainer/assessor via email.

Template:

Team progress report

Company:

Venue:

Time:

Steps to encourage team members and individuals to participate in team activities: Ways to support team members while resolving work performance problems:

Factors to consider while serving as a role model for team members:

Methods and tools to develop open communication processes with all stakeholders: Steps to follow while communicating information:

Tools and procedures for communicating unresolved issues, concerns and problems raised by the team members:

Analysis of unresolved issues, concerns and problems raised by the team members

Part C: Meet with stakeholders

In part B, you have prepared a team progress report.

In this part of the assessment task, you are required to meet with the Sales Director (your trainer/assessor) and Customer Care Manager (fellow student)

During the role play, you will be required to establish and maintain open communication processes with the Sales Director and Customer Care Manager.

Schedule a meeting with the stakeholders. Prior to the meeting you need to develop or make and agenda and include any unresolved issues, concerns and problems raised by Chaoran, Yuki and Fernando (team members) with the Sales Director and Customer Care Manager. Use the template below for your agenda and meeting notes.

You will be required to:

Schedule a meeting

develop an agenda

Discuss all the unresolved issues as given in case study thoroughly.

Discuss the impact these issues will have on the customer service.

Evaluate the situation.

Suggest necessary corrective actions regarding the unresolved issue. (Refer to part B)Ask the Sales Director and Customer Care Manager of their view of the suggested actions. Ask the Sales Director and Customer Care Manager if they have any issues, concerns and problems.

Evaluate and take necessary corrective actions regarding any unresolved issue/sMake meeting notes.

MEETING AGENDA TEMPLATE:

Meeting/Project Name:
Date of Meeting: (MM/DD/YYYY)		Time:
Meeting Facilitator:		Location:

1. Meeting Objective

2. Attendees Name Department/Division E-mail Phone

3. Meeting Agenda
Topic	Owner	Time

4. Pre-work/Preparation (documents/handouts to bring, reading material, etc.)
Description	Prepared by

MEETING MINUTES

Meeting Minutes:
Date of Meeting: (MM/DD/YYYY)		Time:
Minutes Prepared By:		Location:
1. Meeting Objective
2. Attendance at Meeting Name Department/Division E-mail Phone
3. Agenda and Notes, Decisions, Issues
Topic	Owner	Time
4. Action Items Action Owner Due Date
5. Next Meeting(if applicable)
Date:(MM/DD/YYYY)		Time:		Location:
Objective: