Market Mechanism and Trading Company

Question: Describe how you will obtain the knowledge to undertake this project detailing your sources of research and expected timeframe. Answer: 1. Like any other sector, call centre industry also has evolved in a major way with the time. It has been assessed that technological evaluation has also influenced the organization to focus on the advanced technologies to handle any type of queries of the client in an appropriate way. As per the article by Upadhya and Vasavi (2012), call centres works as a bridge between the business firms and customers. It helps to resolve any kind of queries of the customers, which help business enterprises to maintain satisfaction at the desired level. For that reason, I have to utilize systematic procedure to gather knowledge to understand the process through which business procedures of the call centres has evolved. I will also focus on utilizing effective interview process among the employees to understand the kind of challenges they are facing with the outdated telephone system. I will also focus on utilizing qualitative face-to-face interview process to gather in-depth information about the research study. On the other hand, I will also like to conduct interview with the employees working in other call centres as well. I feel that that it will help me to understand the practical benefits of introducing advance technologies in an appropriate way. Furthermore, I will also have to focus on authentic secondary sources to gather knowledge about the advanced technologies used in the call centres (Schwartz, 2012). For instance, I will have to gather in-depth information about the technologies like Computer Telephony Integration, Automatic Call Distributor, Interactive Video, etc to understand the significance of utilizing advanced technologies. I feel that gathering in-depth information will allow me to execute changes in the current technologies in an appropriate way. Furthermore, I will also focus on capturing information about the time required for the initiation process of the advance technologies. For that reason, I will also talk with different technology expert to minimize the time req uired less than 2 week for implementing advance technologies in the working framework. 2. As per the article by Fotos and Browne (2013), effective implementation of new technologies in the operational process requires proper financial support. Otherwise, the entire transition process cannot be completed within a short span of time. Therefore, my first step will focus on ensuring proper financial backup from the management so that all the activities related to the change process can be initiated in an appropriate manner. For that reason, I will focus on estimating the total amount of expected cost that organization will have to invest for ensuring the new technologies in the operational process. After ensuring the financial section, I will focus on initiating the implementation process that creates minimum impact on the present operational process. Now, Venkatesh, Thong and Xu (2012) have highlighted the fact that utilization of advance technology creates maximum impact at the time when all the employees posses in-depth knowledge about the new technology. Therefore, I will suggest the management to provide proper training facilities to all the existing employees at the time of technological transition process, which will help to increase the quality of the existing provided services. Now, I will focus on the selecting specific individuals from the organization who required training most, as it will also help to increase the efficiency level of the operational process in a major way. For instance, effective utilization of new advanced technologies like Computer Technology Integration (CTI) and Automatic Call Distributor (ACD) requires in-depth knowledge from the employees (Clark et al., 2012). Otherwise, the prime objective of initiating new advanced technologies might not be fulfilled in an appropriate way. I will also focus on evaluating the exact number of instruments, which will be required for the transition process. I feel that purchasing of all the necessary instruments before the change process will help to complete the entire process within previously selected time period. In addition, I will also like to focus on selecting personnel with superior knowledge regarding the installation process of the advance technologies in call centre, which will help to fulfil all the requirements of the entire process within given timeframe. As per the article by Uhl (2012), collecting feedback from the employees is another important aspect of initiating new technologies in the operational process. It often helps to evaluate the necessary adjustment that organizations make to fulfil all the aims and objectives in an appropriate way. Thus, the implementation process of new technology will have to continue for certain timeframe so that employees do not have to face any type of challenges in future. As a result, it will eventually increase the effectiveness of the operational process of the call centre. References: Clark, C. M., Murfett, U. M., Rogers, P. S., Ang, S. (2012). Is empathy effective for customer service? Evidence from call center interactions.Journal of Business and Technical Communication, 1050651912468887. Fotos, S., Browne, C. M. (Eds.). (2013).New perspectives on CALL for second language classrooms. Routledge. Schwartz, R. A. (Ed.). (2012).The electronic call auction: Market mechanism and trading: Building a better stock market(Vol. 7). Springer Science Business Media. Uhl, D. M. A. (2012).Vision assessment: shaping technology in 21st century society: towards a repertoire for technology assessment(Vol. 4). J. Grin, A. Grunwald (Eds.). Springer Science Business Media. Upadhya, C., Vasavi, A. R. (Eds.). (2012).In an outpost of the global economy: Work and workers in India's information technology industry. Routledge. Venkatesh, V., Thong, J. Y., Xu, X. (2012). Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology.MIS quarterly,36(1), 157-178.