telstra is a company located in Australia whose main business activity is to

Task 1

1. Introduction of a company

telstra is a company located in Australia whose main business activity is to provide telecommunication services to the citizens of Australia. This media company operates telecommunication business activities in various networks and markets. It provides mobile services, television services and internet access along with other entertainment services and products. In fact, it is the biggest telecommunication company in Australia. It also provides technological services thereby making the company one of the most competitive telecommunication companies in the world (Daft, 2015). It is estimated that the company provides over 17.4 million mobile services, 3.5 million retail fixed broadband services, and over 6.8 million fixed voice services in Australia.

 

Telstra’s vision is to enhance its position as the leading full service telecommunications and information Service Company in Australia as well as to expand its presence internationally. Telstra recognises that Data and Internet services are the way of the future. Telstra is redefining the telecommunications industry and therefore are redefining their markets to offer a more extensive array of products to compete effectively in these markets.

 

 

 

2. Implementation of store sales policies and procedures

Managers if each department are always responsible to ensure all the policies and procedures which relate to the selling are properly understood and followed. All staff members are trained according to the given staff manuals.

• Customer service standards

 

Customer Service Commitments

At Telstra, we are committed to knowing our customers and meeting their telecommunication needs. We aim to provide each customer with a personalised, seamless experience that makes it easier for them to manage their lives.

The following are the basic commitments we make to our customers:

• enabling you to contact us in the way you prefer – by telephone, teletypewriter (TTY), online, in writing or in person
• being available 24×7 for you to report any faults or service difficulties
• enabling customers who speak a language other than English to contact us through our multicultural call centres (selected languages) or by using the Australian Government’s Translating and Interpreting Service (TIS)
• responding to your letters and emails within five working days
• maintaining a Sales Watch Hotline, where you can report instance

Customer Service Guarantee (CSG)

• Telstra is committed to achieving customer service excellence. To this end, we’re committed to upholding the legislated Telecommunications (Customer Service Guarantee) Standard 2011 (“the CSG Standard”), as amended and issued by the Australian Communications and Media Authority (ACMA).
• The CSG Standard specifies certain requirements to which carriage service providers (including Telstra) must adhere to in relation to the provision and repair of Standard Telephone Services and appointments associated with these activities.

Network Reliability Framework for fixed voice services

Telstra prides itself on its level of service and this website presents the latest monthly data showing you the reliability of Telstra’s fixed voice network (based upon Telstra fixed voice services that are subject to the Customer Service Guarantee) nationally and across 44 metropolitan and regional areas as set out in the table below. A map of each of the geographic areas listed can be obtained by placing your cursor on the name of the area and selecting it.

Two measures are included for each area:

1. The “Percentage of Customer Service Guarantee (CSG) Services* with no faults” in any given month.
   This measure describes the percentage of CSG Services that were fault-free in the month nationally and within each of the geographic areas. The table shows a very high percentage of services experiencing no faults on a monthly basis.
2. The “Average Service Availability” in any given month.
   This measure means the percentage of time on average that CSG services were operational nationally and within each of the geographic areas, as a percentage of total time per month. The graph shows that this measure is mostly above 99.9 per cent, confirming very high levels of availability for CSG services.

Together, results for the two measures show that the vast majority of CSG services in any given month are fault-free and that where faults do occur, they are fixed promptly

 

3. Monitor the achievements of sales targets

In order to monitor the achievement of sales targets, it is utmost important that area managers of telestra and other top managers monitor the staff at point where,

• Accurate data entry which can affect the whole system if incorrect information is entered. Managers strongly aware about these mistakes of the employees as incorrect information put on to the system can affect the stock processes such as wrong stocktake results. Adversely this will lead poor sales and adverse customer perception

 

• Efficient sale processing of goods through the point of sale area is another way of monitoring the achievements.

 

 

• Matching customer needs to products and services in Telstra

By listening to customers by monitoring interactions. Ask questions such as: are these interactions related to the company’s goals and objectives, or are they related to specific areas of concern such as customer attrition? This is where analytics comes into play for the contact centre. Speech analytics identifies calls that are relevant for evaluation and text analytics identifies email and chat interactions that should be monitored.

 

• Implement store customer service and selling techniques

 

By monitoring quality across multiple channels, organisations can learn from their customer interactions, leading to better decision making, service and processes. The monitoring, measuring and managing of performance and service quality must remain a priority, but the “voice of the customer” analytics, across multiple channels, is just as important.

By adopting the view that quality monitoring is a strategic process rather than a tactical one, telestra will begin to see an improvement of their customers experience and their customers therefore becoming their strongest champions.

 

 

 

 

 

4. Provide feedback and reward

 

Providing feedback to staff members on sales performance

Supervisors must review results staff members are achieving and give appropriate feedback. Recognising excellence in achievement of sales targets is motivating for staff members, and provides incentive to continue enhancing their sales performance in the future.

Recognising achievements can take a number of forms. The simplest is by personally congratulating individuals and teams on their performance. The biggest reward one can sometimes get is a pat on the back for a job well done. Tangible forms of reward our Company offers are bonuses, team dinners or gift vouchers.

Our Company offers a number of incentives for staff members who achieve sales target. They are:

        Sales Employee of the Month

        Team Member of the Month

        Award for Outstanding Customer Service.

As a Supervisor, please nominate your staff member for these awards to the Personnel Department. Please see bonus schemes for more information.

Poor performance

Giving feedback on poor performance is sometimes harder to do than giving positive feedback. We need to look not only at why sales targets were not met, but what remedies we can apply to improve performance. There are a number of strategies we can implement to support sales staff that are experiencing performance problems. Some ideas are:

        Counselling

        Training

        Coaching

        Job aids

Remember, when giving feedback to enhance a staff member’s performance, wherever possible, give them an opportunity to improve.

Furthermore, as a Supervisor, the Personnel Department’s Human Resources Manager is your support. For any staffing matters, please do not hesitate to contact them for assistance regarding any staff member especially in the area of poor performance.

 

 

 

 

5. Conclusiion

 

 

Task 2

1. You are evaluating and monitoring the effectiveness above business

Telstra has devised various ways to evaluate and monitor the staff selling performance. The managers of each departments of Telstra regularly monitor performance in the area and provide valuable feedback to staff. There are various ways which Telstra focus it’s attention on to improve the selling performing techniques.

 

 

 

 

2. Introduction

 

3. Purpose

 

4. Evaluation

 

• Relevance
• Effectiveness
• Efficiency
• Impact
• Sustainability

5. Areas of improvement

 

• Key performance indicators

 

6. Conclusion

 

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