Visa Call Center: Improving Internal Operations/Leadership
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In 700-words provide a response to the following 4 questions: Visa call center
1. How would you identify and characterize the roles of incentives, training, and education in promoting innovation in a credit card company call center, such as Visa?
2. What is the role of leadership in creating, managing, and sustaining innovation in a credit card company call center, such as Visa?
3. What are the ethical implications of an individual reward system? Support your answer.
4. Would you describe Visa organization as innovative or non-innovative? Why? Explain your answer.
Please be specific!!!!
Organize the solution in terms of an introduction, body, and summary/conclusion.
Please provide proper references and cites properly format. If you are using a book, please provide chapter, paragraph and/or page number(s) Also, when providing references, please make sure I am allowed or able to retrieve those references (they should NOT be from subscribed websites etc).
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Solution Summary
This solution discusses various steps Visa Call Center can take towards innovation via training, effective leadership, rewards, and ethics
Solution Preview
High performance workplaces and organizations are entities that have developed and maintained certain successful processes that allow them to foster employees' commitment/dedication, service their customers effectively, and remain competitive. An implementation plan for organizational change to enhance innovation can be very rewarding for Visa, as it will help motivate the employees and promote organizational commitment. Below are the appropriate tools and techniques that Visa can use in this process:
a. Create a fun incentive/reward system to reward good work compliance. Employees love to get rewarded. Rewarding good behavior makes it more likely that that behavior will be repeated. More over, it makes it more likely that others will want to display that same behavior as well. Therefore, managers can create behavior motivation systems that will create fun competition among the employees. Also, one great type of reward system for Visa is a digital reward system/IT. In this day of advanced technology IT upgrade that will enable Visa employees to access client records and process transactions in the most seamless fashion possible would be a great incentive for those employees to enjoy performing their functions effectively and remain motivated.
b. Fun employee training-Employee trainings are very important in assisting employees obtain the tools they need to perform their duties more effectively. Consequently, training sessions should not be the usual "just sit down and learn" type of training. Employees should all be expected to be active participants in those sessions so that they can look forward to them as they will feel like they're getting a ...
Education
- BA, Brooklyn College
- MBA/HCM, Phoenix University
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