professional throughout the whole call. A poor sale is one that the agent gave misinformation too, was impolite, was not professional, or was just processed on accident. Getting quality sales can be a problem if an agent lacks the proper knowledge of a program, or the agent needs help with selling skills, or if the agent needs to sound more professional. The Quality Assurance Department works with these agents to improve these things, as well as working with the rest of the company to ensure these things, and also works with the clients to make sure everything is being done to their expectations. By having quality sales the company can continue to provide great service to its clients.2.A job that I held before, was that of Facility New Hire Trainer. One example of an operations management responsibility I had in the job was to train the new hires. My inputs (resources): Company handbook, training book, product knowledge packet, computers, overhead, copy machine, and people. The transformation process entails: H.R. hiring the new hire and introducing them to the trainer and to go over the handbook the first day of class. From that point the trainer then goes through the training book and product knowledge package from the help and use of the copy machine & overhead projector. After the basic knowledge is learned the computer training begins. Then the people come in to play. The manager, Q.A. Supervisor, and the Night Verifications Supervisor come in to visit the new hires to welcome them and to explain their job. They also talk to them about what their expectations will be. The output is good sales people that know the product and service of the company. They in turn will provide the company with outputs (sales) and (hours on the phone) which are billed to the client. These individuals' outputs are of extreme importance because if clients are not happy with the end results they will go elsewhere with their business. I...
