By participating in the PALS programme, I have developed academically and personally. In this module, our main topic concerns theories and practice of call center. With the wild spread of communication devices and the development of the economy, call centers are emerging here and there, acting as a low-cost method to maintain close relationships with customers. Call center industry is a relative infant industry, which integrates IT, communications, network and so on. High quality service will help to increase customer loyalty, thus built competitiveness. Knowing the explosive power of call center industry, it’s promising to pursue both researches and careers in this industry. The PALS...
By participating in the PALS programme, I have developed academically and personally. In this module, our main topic concerns theories and practice of call center. With the wild spread of communication devices and the development of the economy, call centers are emerging here and there, acting as a low-cost method to maintain close relationships with customers. Call center industry is a relative infant industry, which integrates IT, communications, network and so on. High quality service will help to increase customer loyalty, thus built competitiveness.
Knowing the explosive power of call center industry, it’s promising to pursue both researches and careers in this industry. The PALS programme provides us will well-organized sets of activities including lectures, workshop, group work and visiting. We were assigned to develop a plan for a new call center in group work. As our team chose DHL for development objectives, we have done many literature reading work and discussions.
In person, I have improved my cognition level and capability of solving problems by rethinking and learning from other peers. Besides, I have gained the competency of self-development and learning continuously. In a word, over the period covered by this assignment, I have obtained several skills which may help in my future career, such as self-observed, rethinking, asking and solving problems, formal expression and communication, leadership and other knowledge of products, human resource, and project. I believe that these skills and knowledge would influence a lot in my future career. Certainly, I still need to enrich myself and improve my capability continuously in the future work and life to cope with the fierce competition.
It turns out that action learning has been a useful tool to face the intense changeable market. It means a lot to the development of the organization and individuals. PALS, which is an innovative method of learning based on the idea of learning in actions, is beneficial in the academic and pragmatic field.
