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Module Four Journal
Managing/Leading In Business (BUS-210)
Southern New Hampshire University
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Module Four Journal Michele Allen Business Department
Business 210: Managing/Leading in Business
Prof. Zina Hampton November 22nd, 2020
From 2017 to 2019 I worked for a call center called Ttech, formerly TeleTech. Their mission statement is “Accelerate growth by simplifying and personalizing interactions that build deep engagement between people and brands.” Their vision statement is “Leading the world's most respected organizations to create and grow emotionally connected, valuable, lasting relationships.” During my time there I rarely saw the mission or vision statements being used. When I was an agent there was little to no personalization on calls, even though the client wanted us to build rapport with the customers. Management turned most of the call into scripts. When I was promoted to Quality Assurance, I would have Zoom meetings with other Quality Assurance representatives from other outsourced call centers as well as client owned call centers. It was during those calls I would pick up on things that should be done on calls and how situations should be handled. When I would bring it up to leadership what I learned and what would help with our metrics (we were the bottom performing call center out of 21 locations) I was told “That is not how it is done here” and “It’s all politics.” I always wondered how is it politics if the client is telling you what they want but you are refusing to do it which turns into the client threating to pull contract?
The Ttech values are “Lead every day. Do the right thing. Seek first to understand. Act as one. Reach for amazing. Live life passionately.” These were also rarely displayed by management. Management should show their leadership by answering questions the agents have for them, or at least finding out the answer. Most of the management would tell agents they are too busy to help or they did not know the answer without offering to find out for them, this also shows the lacking of seek first to understand. As you can see from earlier, the right thing was not done by leadership either. By not handling the calls as how the client wanted them handled, Ttec did not do right by the client. Each member of management was only looking out for themselves
References
Our Values. (n.). Retrieved November 20, 2020, from ttec/about-us/our- values
Module Four Journal
Course: Managing/Leading In Business (BUS-210)
University: Southern New Hampshire University
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