Excessive absenteeism in a call center affects work relations and the quality of services delivered in the firm (Arzbächer et al., 2021). The Study conducted showed that absenteeism of workers led to inadequate services and forced the organization to lose their customers and eventually incur losses (Folger, 2017). The level of absenteeism of employees depends on foreseen and unforeseen circumstances which can be controlled. It is, therefore, important to control and solve the Problem of excessive absenteeism to improve the quality of services and performance of the call center.
Stakeholders’ Attitude about Low-quality standards of Call Representatives
The stakeholders involved in the decision-making of excessive absenteeism of the call representative showed high interest in the Problem. The stakeholders also showed a positive attitude towards developing solutions that would improve the performance of the firm. Most of the stakeholders had adequate knowledge of the program and contributed effective decisions that would improve the performance of the firm and solve the Problem.
Summary of Stakeholder Attitude about the previous problem Solution
The stakeholders also had a positive attitude during the review of the previous Problem that affected the firm. The stakeholders showed interest in developing effective solutions that would improve the performance of the firm (Nguyen & Mohamed, 2018). The stakeholders managed to identify various solutions that would be used to solve the Problem of quality of services to improve the performance of the firm.
Stakeholder Ideas for Potential Solutions
The stakeholders of the firm managed to develop several ideas that could improve the performance of the call representatives (Archana, 2018). Involving the stakeholders in decision-making and acquiring and developing effective strategies would help the firm agree on a common solution to excessive absenteeism experience in the organization (Folger,2017). The idea of developing rules and work ethics would guide the employees when working in the organization to control excessive absenteeism.
Regular review of the performance of the firm would also enable the firm and the employees to understand their progress after changing their operation style (Folger,2017). Rewarding and increasing salaries for employees would encourage them employees to work effectively and improve their retention (Folger,2017). Training employees to develop quality skills would enable them, employees, to improve on their weaknesses. Introducing shifts for work in the organization would also reduce the rate of excessive absenteeism. The following ideas would therefore provide potential solutions to the performance of the firm.
Stakeholders for Implementation of the Solutions
The Problem of excessive absenteeism in the organization called for people who have adequate skills in the program and people who were directly affected by the performance of the firm. I would therefore involve the human resource manager, finance manager, chief Executive Officer of the firm, quality control manager, and Training manager during the implementation of the solutions to improve the performance of the firm. I would involve the following people because of their adequate knowledge, high interest, and high level of influence in the activities of the firm.
Stakeholders directly affected by solving the Problem
The stakeholders directly affected by solving the Problem of excessive absenteeism are the customers, human resource manager, finance manager, quality control manager, training manager, and Chief Executive Officer. This is because the operation of the firm influences the benefit and risks of the firm. The firm’s operation also depends on the activities and performance of the following stakeholders.
The stakeholder that could pose Potential Roadblocks to solving the Problem
Local businesses and other international organizations could pose potential roadblocks to solving the Problem of quality services (Nikolova & Arsić,2017). This is because local businesses would prefer accessing services from other organizations. The competitors of the firm, who are the other organizations, would also compete with the firm for the customers in the market.
Archana, K. (Ed.). (2018). Cases on quality initiatives for organizational longevity.Igi Global.
Arzbächer, S., Holtgrewe, U., & Kerst, C. (2017). Call centres: Constructing flexibility (pp. 19-41). Routledge.
Folger, J. (2021). The causes and cost of absenteeism. Investopedia.
Nguyen, T. S., & Mohamed, S. (2018). Stakeholder management in complex projects. In The 7th World Construction Symposium (pp. 497-506).
Nikolova, V., & Arsić, S. (2017). The stakeholder approach in corporate social responsibility. Engineering management, 3(1), 24-35.