A telecommunications service provider. Since it's beginnings in 1994, this company has become one of New Zealand's most loved telecommunications providers with around 200 employees.
Need
Answer Sheet of this Question paper
Contact us at
M: 7019944355
Business Communication
CASE STUDY (20 Marks)
A telecommunications service provider.
Since it's beginnings in 1994, this company has become one of New Zealand's
most loved telecommunications providers with around 200 employees. They provide
internet, home phone and calling services. In May 2006, the New Zealand
Government unbundled the local loop meaning that a range of business
opportunities opened up to the telecommunications service provider. A period of
dramatic business growth followed. Increased staff numbers and product
offerings meant that it was important to find tools and techniques to ensure
staff continued to be well informed and passionate about working for the
company. • This company has a particularly young work force and a high
percentage of call centre staff and shift workers. It has nearly doubled in
size in the last year. All of these factors presented a number of internal
communications challenges. • They wanted to find a communications solution that
would appeal to it’s young workforce who were used to dynamic, entertaining and
attention grabbing technologies. The SnapComms solution offered the right
combination of ‘fizz’ combined with pure and simple business value. They have a
particularly young work force and a high percentage of call centre staff. The
company has nearly doubled in size in the last year. All of these factors presented
a number of internal communications challenges: Communicating with shift
workers. A high percentage of shift workers meant that it was difficult to
gather staff into one place for business updates and news. High turnover of
call center staff. As is common for call centers, staff turnover rates were
higher than in other parts of the organization. It was important to find ways
to bring new employees up to speed quickly and to build engagement in order to
reduce staff turnover rates. Young demographic. The average age of employees is
20 years old. Communications needed to appeal to a demographic used to
engaging, entertaining and compelling communication formats. A cultural survey
highlighted a need to make people feel more valued. Their cultural survey, although
generally good, highlighted a need to help its people recognize the benefits of
working for the company and to feel a valued part of the business. Learn more
about communicating with millennials. Email overload. People were being
bombarded with emails. Between 50 and 100 per day were commonplace for call
centre staff. ‘Static’ intranet. The intranet was seen as ‘static’ and not
updated often; hence usage rates and effectiveness were low. They had the following
additional Internal Communications objectives: Increase staff involvement. The
company was looking for ways to help it’s staff feel more involved and to allow
them to participate more in the business. Find new ways to make working for the
company fun. They have a young, fun brand and it was important to reflect this
in the culture of the company. Measuring communications effectiveness. It was
difficult and time consuming to measure communications effectiveness. The
service provider was looking for a quick, user friendly tool to allow them to
measure communications effectiveness on a regular basis.
Answer
the following question.
Q1.
Give an overview of the case.
Q2.
Discuss the benefits of keeping staff engaged.
Need
Answer Sheet of this Question paper
Contact us at
M: 7019944355
Comments
Post a Comment