People quality management of inbound contact center of GrameenPhone Ltd.

Abstract

This report intends to investigate the practices of People Quality Management in the context of GrameenPhone (GP), the leading GSM mobile telephony system in Bangladesh. This report includes all the functions regarding the recruitment, selection and training procedures that helps to find an eligible employee who is best matched for the operations that are conducted in the customer service. Implementation of different management tools are found here. GrameenPhone Ltd (GP) is a fast growing mobile telecommunication. Considering the importance of customer satisfaction, it is very much important to hire and train those candidates who will be giving the services to the customers or the subscribers. So it is a big responsibility to choose the best candidates among the thousands of applicants for the job. It is generally recognized that, although GrameenPhone is leading the market of mobile telecommunication industry, its customer’s are not fully satisfied with their services. Study shows Telecom Industry may lose consumers due to poor Customer Service. So it is undoubtedly important to satisfy the customers with the services and the people who’ll be delivering those services must have the knowledge of the services, sense of satisfying the customers within the company’s process of delivery. Without the good sense and know-how to produce the correct forms of customer service, customers opting to use a company’s products may not want to invest their time and money into a product where they don’t feel completely appreciated and welcomed. So it is a crucial responsibility of the HR people of the customer service division to recruit the best quality managers and provide them training accordingly. In the recruitment process PQM is following only two step process of selection. They are taking voice test which is the first stage and the second step is taking interview of the selected candidates. If candidate passes in both the process they become selected for the job and then send for training for a month. But within two steps of recruitment sometimes candidates are not properly judged or can’t be exemplified by their KSO’s thus the knowledge, skill or attitudes. So there must have some more steps in the recruitment and selection procedures. Some more defined and structured steps can help to identify the most qualified among so many candidates. If GP PQM does not make proper recruitment and selection procedure then they might end up with a bad experience regarding the customer’s experience of getting services from unskilled work force. Thus if other company enters the market with similar offers, it will be difficult for GrameenPhone to keep current market share intact.