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Submitted By osaretin
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BOTOX UK LIMITED is a pharmaceutical wholesaler which operates in the UK. It is a subsidiary of USA parent. It supplies a range of over the counter (OTC) medicines and beauty products direct to retailers, mainly small independents. It has operated a call centre, based in Manchester for the past 5 years to act as a sales arm for its growing portfolio of products. It has been successful based on good quality at low prices.

It has 20 Customer Services Representatives (CSRs), 10 focus on beauty products and 10 on OTC medicines. Each team has a team manager. A CSR’s day would be made up as follows:

On average, a CSR spends:

• 68% of the day engaged with a customer.
• 3% of the day writing emails.
• 13% of the day in wrap-up (call related work)
• 6% of the day not in a position to receive a call but not logged off.
• 10% of the day logged off from the system.

adapted from Human Resource Management in Call Centres: David Holman, Stephen Wood, Chris Stride The Institute of Work Psychology,University of Sheffield. http://www.ilr.cornell.edu/globalcallcenter/research/upload/UK-CC-report.pdf 31/12/13 and http://esrccoi.group.shef.ac.uk/pdf/hrm_in_callcentres.pdf 31/12/13

The CSR’s basic salary is £15,000 pa plus 11% commission on sales.
Labour turnover in the organisation is low as are absences. It is considered a good place to work with a strong team ethic and a fun place to work.
Quality control is fairly strong with calls monitored on a regular basis and coaching provided when deemed appropriate. Each CSR’s calls are listened to by a team manager at least 3 times over a week. On average each CSR undertakes 10 days training each year.

Lena Parks – Team Manager

Lena is aged 28, single and has been with Botox UK Limited for 18 months. She moved to Manchester from London to join the company as a team manager for the beauty products side…...

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