Introduction of the company
Discuss about the Monitoring and Evaluating Sales Techniques for Policies Implementation.
Telstra is an Australian-based corporation which provides telecommunication services in Australia. The company provides television, internet and mobile services to its customers along with entertainment services and other products. Telstra provides over 3.5 million broadband, 17.4 million mobile and 6.8 million voice services in the country. The vision of the company is to lead the telecommunication and information service industry in Australia and expanding its business in international markets. The corporation recognises that the future is based on data and internet-based services. It is redefining the telecommunication industry in Australia by offering a more extensive array of services and products in order to compete with other organisations in the field.
In Telstra, managers of each department are responsible for ensuring that relevant policies and procedures are appropriately followed and understood by all members. Employees are trained by giving staff manuals to prepare them for the market.
Telstra is focused towards understanding their customers’ demands and fulfilling their telecommunication requirements. The company aim to provide personalised and seamless telecommunication experience to its customers in order to improve their lives.
Following are basic commitments of the company towards customers.
- Providing communication channels to the company’s helpline through telephone, online, writing and teletypewriter
- Providing 24×7 services to customers
- Providing effective services to customers in languages other than English or by using the Australian Government’s Translating and Interpreting Services (TIS)
- Providing replies to letter within five working days
- Maintaining a Sales Watch Hotline for instant reports
The corporation is focused towards achieving customer service excellence by complying with Telecommunication (Customer Service Guarantee) Standard 2011 and Australian Communications and Media Authority (ACMA).
The corporation complies with CSG standards which are necessary to be performed by service providers regarding the repair of Standard Telephone Services and other appointment activities.
Telstra provides effective and reliable fixed voice services to its customers across 44 metropolitan and other regional areas. There are two key measures which are included by the corporation for each area.
- The company focuses on the “Percentage of Customer Service Guarantee (CSG) Services with no faults” to measure high-quality customer services on a monthly basis while being fault free.
- The company also monitors the “Average Service Availability” each month to ensure that CSG services are available nationally. The graph has shown 99.9 per cent of availability which proves highly reliability of services.
These results show promising results that Telstra is focused towards providing high quality and fault-free customer services which are available throughout the nation.
The area manager and other senior executives monitor the performance of staff members to monitor whether sales targets are achieved.
- Managers ensure that employees did not include false information which can affect the accuracy of data and show wrong results. False results lead to poor sales performance and negative customer perception.
- Another way of monitoring the sales targets is by efficient sale processing of goods.
- The corporation listens to its customers and asks questions regarding whether customers are satisfied or whether targets are focused towards achieving corporate objectives. The analytics play a crucial role in this case; speech analytics identify relevant calls and text analytics identifies important chat and email interactions which are necessary to monitor.
- The corporation monitors quality at multiple channels which provides it relevant information which is necessary for improving customer interactions, services, products and overall decision-making process. The monitoring process is a strategic process which is used by the enterprise to improve their customer service experience and becoming a strong champion in the telecommunication industry.
Senior managers and supervisors monitor the performance of staff members and provide the appropriate feedback in order to improve their performance and motivating them to achieve sales targets. They recognise their performance by personally congratulating or providing big rewards such as a bonus or gift vouchers.
Furthermore, the company offers different incentives for staff members such as:
- Sales employee of the month
- Team member of the month
- Outstanding customer service award
The corporation focuses on providing remedies rather than criticising the performance of employees in case of poor performance. Following are different remedies:
- Training
- Job aid
- Counselling
- Coaching
Store sales procedures and policies implementation
These remedies assist employees in improving their performance and increase their focus towards achieving corporate goals.
Conclusion
In conclusion, Telstra has implemented different procedures and policies in order to improve their customer service experience and achieve their sales targets which result in improving the overall performance of the enterprise and provide it a competitive advantage in the industry.
Telstra is focused towards becoming the largest telecommunication company in Australia. In order to achieve this target, the corporation has implemented various ways of evaluating and monitoring its staff selling performance which result in providing it necessary information which can be used by senior-level executives while forming business strategies.
Telstra is focused towards becoming the number one telecommunication company in Australia by offering high-quality service experience to its customers. It continuously monitors the performance of its employees in order to provide them feedback so that they are able to improve their performance. The evaluation structure of Telstra is focused towards providing performance-based rewards to employees who perform at their best, and it also provides feedback to others so that they are able to improve their performance as well. This report will focus on determining the effectiveness of monitoring and evaluating techniques of Telstra and recognising its key areas of improvement.
The objective of monitoring and evaluation technique in Telstra is to determine the performance of employees in the sales department. It assists the corporation in assessing who is performing at their best and who requires training to improve their performance.
Evaluation is a key part of the organisations which is focused on improving the overall performance of employees in order to achieve corporate targets efficiently. Telstra uses a number of methods for monitoring and evaluation of their employees while forming its business strategies. It uses tools such as speech analytics, text analytics, monitoring achievement of sales targets, collecting of data from multiple channels, and others to evaluate the performance of employees and providing them appropriate feedback to reward or improve their performance.
- Relevance
The tools used by Telstra are relevant from the perspective of management since it provides them information to form business strategies. Each tool used by Telstra is focused towards monitoring and evaluation different element of employees’ performance based on which the company is able to offer highly competitive CSG services to its customers. Thus, the evaluation structure of Telstra is relevant for the success of the enterprise.
- Effectiveness
Due to effective evaluation structure, Telstra is able to implement a performance-based pay for its executives which is difficult for other organisations to implement. Effective evaluation structure enables Telstra to monitor its executives’ performance on a monthly basis based on which it offers performance-based pay to more than 20,000 employees. Currently, it is the second largest telecommunication enterprise in Australia which proves the effectiveness of its monitoring and evaluation technique.
- Efficiency
The company uses different tools to monitor different aspects of employees’ performance which enable it to record their data on a monthly basis. The corporation has implemented an automated system which provides the facility of automatically recording the performance of employees. Thus, the evaluation structure of Telstra is highly efficient.
- Impact
The monitoring and evaluation techniques had a positive impact on the performance of the enterprise and its relationship with its customers. For example, the corporation has reported a sustainable engagement score of 71 per cent in its employee engagement survey (EES).
- Sustainability
Due to effective monitoring and evaluation procedure, the corporation is able to sustain its performance and build strong relationship with employees. For example, Customer Service Guarantee (CSG) program of the enterprise enables it to build strong relationship with customers by providing them effective services which become possible through the productive performance of employees. Due to continuous monitoring and evaluation, the corporation is able to improve the performance of its employees which result in sustaining its growth.
Following are different areas of improvement from which the corporation can improve its policies and procedures.
- Communication channels
Establishing new communication channels between employees and senior executives to improve overall communication so that employees are able to give their feedback regarding the performance of the company.
- Use of technology
The company should use the latest technologies to record and monitor the performance of employees. Although Telstra uses analytics and electronic tools to monitor the performance of employees, however, it still lacks behind when compared it with competitors. Thus, use of technology will result in improving the effectiveness of the overall evaluation procedure and provide Telstra a competitive advantage in the industry.
- Establishment of output indicators
Establishment of output indicators is a good way to monitor and evaluate the performance of employees. Telstra should set output indicators which collect data and keep track of the performance of employees. Managers should review and prioritise outcome indicators to let employees know how they can improve their performance.
- The monthly target of employees is the first key performance indicator which can be used by the enterprise to determine the performance of each employee.
- Feedback from customers regarding the service of the employee is another key performance indicator. The corporation can conduct a survey with customers to assess the performance of employees.
- Data collected from analytics which shows the overall performance of employees.
- Percentage of Customer Service Guarantee (CSG) Services with no faults
Conclusion
In conclusion, monitoring and evaluation of employees’ performance assist Telstra in improving its overall performance and establishing a positive working environment which fosters strong relationships between employees and the management.
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