Senior Customer Service RepresentativesAbhishek Garg, Vinayak Kalia, Gursimranjit singh
Instructor- Fatima Catalan
Business depends on many of factors. Employees is one of the factors which is very important because productivity depends on workers and employees. Senior Customer Service Representatives (CSR) are also employees which are very important for company. But it is noticed that customer service team of our company is attracted towards competitor company and they are leaving our company.
After research on this issue it is found that major reason for leaving is low compensation. Our company decided to take immediate actions against this issue. One found that average pay and compensation paid to CRS is very low as compared to other employees as operation manager, office manager, software developer. So, as to protect interest of other CRS one must have to increase compensation amounts. Each worker work to earn salary, if salary is not appropriate, worker will not work. So, first most thing is average hourly pay which is C$14.71, this will increase to C$17.00 which is much more (PayScale 2019). Next to increase bonus amount from C$1,221 to C$1700 (PayScale 2019). This will definitely attract CSR members. Profit sharing amount which was very less as compared to all other compensations will rise from C$964 to C$1600 (PayScale 2019). So, there is great increase in amount of profit sharing. Each employee wishes to have a commission in productivity or for rendering services if commission will be low it will directly affect quality of services provided. With this, amount of commission will be increased to C$2550. An additional benefit will also be given to CSR members such as medical insurances, family trips, certified certificates for employees of year, printed T-shirts and caps. These all the actions will be taken to attract and to protect the interest of CSR members.
In consideration to this, it will definitely work because we are providing numerous amounts of services to senior customer representatives as well as we have also inclined the wage rate; which will directly help them to fulfill their needs. With these we are providing more facilities for them such as printed t-shirts, caps, family trips and other special facilities too. Moreover, it is also a way to motivate the person.
To conclude, the sales which we lost since last three months would be recovered now with our new strategy and plans. This will not only benefit us but Senior Customer Service Representatives (CSR) will also be benefited.
Average Customer Service Representative (CSR) Hourly Pay. Ecologist Salary, PayScale, 2019, www.payscale.com/research/CA/Job=Customer_Service_Representative_(CSR)/Hourly_Rate.