The primary goal for any business enterprise is to make the maximum possible amount of profit. Hence, it is upon the management to carry out a careful market analysis, identify the product to produce, plan the operations and provide the required resources. My concern is to carry out a need analysis in the sales support call centre.

This department which consists of 25 employees was to be in charge of coordinating the operations of sales and marketing executives in the field. They were to offer communication and provide a possible linkage between them and the potential clients. Moreover, they were to be in charge of the newly created online marketing department. However, throughout my analysis, I established that this has not been accomplished because the department has been blamed for incompetency. They do not adequately support the executives especially those in foreign assignments. Besides, they are not courteous to the clientele. In fact, they have been reported to be rude and incompetent in answering important questions regarding the organization and its products. This has led to a sharp decline in the stock turn over (Robinson, D.G. & Robinson, J.C., 2005).

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Based on the above inefficiencies, I would like to suggest to the top management especially, the Human Resource Department to take the appropriate measures. First, the 25 workers should be given more training on how best they can improve their performance. This should be done by organizing for seminars, conferences and workshops. Here, they should be lectured on basics of communication skills and how it can be effectively used to reconstruct the company’s injured reputation. On the other hand, the work force may be increased by recruiting more staff to this department (Kaufman, R.A., 2003). They should be highly qualified and given additional orientations before beginning the job.

In conclusion, I would like to point out that communication is the most sensitive part of any organization. It should be staffed by appropriately trained personnel whose performance should be closely monitored and constantly improved through motivation and periodical inductions. This will help in bridging such disparities. 

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