Action steps for African Business Schools
2011-05-24 13:56:36 UTC
Case Study: VODACOM CUSTOMER CARE
Title
VODACOM CUSTOMER CARE
Author
Bendixen, M ; Mitchell, C
Pages
22 pp
Product Type
Reference #
404-032-1
Teaching Note
Institute
Setting
Year
Keywords
Call centre industry ; Recruitment and training ; Vodacom (Pty) Ltd ; Integrated human resource management system with emphasis on performance management
Summary/
Abstract
Abstract
Vodacom Customer Care provided an extensive training programme for new call centre employees. It had also made an effort to ensure that the work environment at its various call centres was pleasant with modern amenities. The company provided its staff with sophisticated back-up systems such as an on-line knowledge base nick-named 'The Chad' that kept them abreast of the many developments relating to Vodacom products. Performance of call centre agents was measured against a detailed bonus calculator system. In October 2002, the number of calls handled by each call centre agent was added to the list of criteria against which performance of call centre agents was measured. This had prompted a change in the relative weighting of each of the factors that contributed to the final bonus calculation. Ibeth Toerien, Executive Director Customer Care at Vodacom (Pty) Ltd, and Lori Kasselman, Vodacom's executive head: capacity building and development, reflected on whether it had been worthwhile adding quantity of calls handled to the bonus calculator. They debated whether it achieved the desired balance between quantitative and qualitative measures.
The Impact of AABS Video
"The impact of AABS Video" was filmed at the Gordon Institute of Business Science, Johannesburg and at the University of Cape Town Graduate School of Business, Cape Town during the AABS Members Meeting and Conference 2011.
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Reports on the AABS Members Meeting 2011 and Responsible Management in Africa Conference 2011
