Jasmine Dimm Is a Call Centre Manager for Tostra, a Mobile

question 33

Essay

Jasmine Dimm is a call centre manager for Tostra, a mobile phone company. Call centre operators at her call centre are responsible for answering calls from Tostra customers. Some calls are very short, relating to simple enquiries. However, a majority of calls tend to be longer, coming from irate customers complaining about Tostra's services. For these calls, customers are often very emotional and sometimes even abusive. The call centre operators are only responsible for documenting the complaints and are generally unable to solve the problems for the customers.
Jasmine has developed a new reward system for her call centre staff. Under the new system, call centre operators are rewarded with a substantial bonus (20 per cent of annual salary) if they achieve two performance targets: (1) a target set on average call duration; and (2) a target based on 'customer service quality'. While the call centre operators working for Jasmine all agree that these performance targets are reasonable, they are unhappy with Jasmine's overbearing personality. Many operators are also experiencing a lot of stress when dealing with rude customers.
Discuss the limitations of Jasmine's new reward system, using the concept of intrinsic motivation and extrinsic motivation.

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Definitions:

Authorities

Individuals or organizations that possess a specific power or control in a particular context, often within a hierarchy.

Previous Job

The last position of employment held by an individual before moving to their current role or seeking a new one.

Difficult Employee

An employee who presents challenges to management due to their attitude, behavior, or work habits.

Dislikes

Refers to feelings of disapproval or aversion towards someone or something.