Advantages and Disadvantages of Working in a Call Center | Bài thảo luận tiếng anh thương mại

BỘ GIÁO DỤC VÀ ĐÀO TẠO
TRƯỜNG ĐẠI HỌC THƯƠNG MẠI KHOA TIẾNG ANH
----------
BÀI THẢO LUẬN HỌC PHẦN
TIẾNG ANH THƯƠNG MẠI 1.1
ĐỀ TÀI: ADVANTAGES AND DISADVANTAGES OF WORKING IN A CALL CENTRE
Giảng viên giảng dạy: Hoàng Thị Anh Thơ Nhóm thực hiện : Nhóm 5 Lớp học phần : 241_ENPR4811_04 Tháng 09, năm 2024
Cộng hòa xã hội chủ nghĩa Việt Nam Độc lập - tự do - hạnh phúc
BIÊN BẢN CUỘC HỌP Kính
gửi: Cô Hoàng Thị Anh Thơ
– GV lớp học phần Tiếng Anh thương mại 1.1
Mã lớp học phần: 241_ENPR4811_04 Nhóm thảo luận: Nhóm 5
Buổi thảo luận : 3 buổi
Địa điểm thảo luận: Google meet Thời gian làm việc: - Buổi 1: 16/09/2024, từ 20h30 – 21h30. + Thành viên có mặt 06/06 + Nội dung: Nhóm trưởng lập
khung bài thảo luận, phân công nhiệm vụ, thời gian nộp bài và cách thức nộp bài. - Buổi 2: 20/09/2024, từ 20h30 – 21h20. + Thành viên có mặt 06/06 +
Nội dung: Tổng kết lại nội dung, chỉnh sửa lỗi, lặp nội
dung, hoàn thiện phần nội dung. - Buổi 3: 22/09/2024, từ 20h30 – 22hh30 + Thành viên có mặt: 06/06 +
Nội dung: Tổng kết lại bài thảo luận, xem lại bản word, chỉnh sửa thứ tự trong word, trình chiếu powerpoint, sửa lại phần nội dung trong
powerpoint, tập duyệt thuyết
trình, đánh giá hiệu quả, thái độ trong khi làm việc.
Trên đây là biên bản cuộc
họp trong suốt quá trình làm việc của nhóm 5. Hà Nội, ngày 22 tháng 09 năm 2024 Nhóm trưởng Hoàng Thị Đoan Trang
BẢNG ĐÁNH GIÁ THÀNH VIÊN NHÓM 5 STT Họ và tên MSV Công việc Đánh giá Làm nội Đủ nội dung, dung advantages, nộp bài 7 Vương Bảo Châu 23D170229 đúng thời gian, nhiệt thuyết trình. tình tham gia Đủ nội dung, nộp bài Làm nội dung advantages, 20 Nguyễn Thị Lan 23D170246 thuyết đúng thời gian, trình. nhiệt tình tham gia Làm nội dung Đủ nội dung, nộp bài Nguyễn Thị 28 disadvantages, thuyết đúng thời gian, Ngọc 23D170257 nhiệt trình, chỉnh powerpoint. tình tham gia Làm nội dung advantages,
thuyết trình, lên kịch bản Đủ nội dung, nộp bài Hoàng Thị Đoan 40 thuyết trình, phân công đúng thời gian, Trang 23D170270 nhiệt công việc. tình tham gia Làm nội dung Đủ nội dung, nộp bài 47 Lê Hải Yến 23D170276 disadvantages, tổng hợp, đúng thời gian, nhiệt word, thuyết trình. tình tham gia Làm nội dung disadvantages, thuyết Đủ nội dung, nộp bài trình, đóng góp 48 Đinh Huyền 21D170187 ý tưởng đúng thời gian, nhiệt Trang sáng tạo cho bài thuyết tình tham gia trình. →
Nhìn chung, các thành viên đều hoàn thành tốt các nhiệm
vụ được giao, nhiệt tình tham gia vào thảo luận. TABLE OF CONTENTS 1. INTRODUCTION 2. BODY 2.1. Advantages
2.1.1. Lan: Job Flexibility & Personal Growth
2.1.2. Châu: Physically Undemanding & Promotion Prospects
2.1.3. Đoan Trang: Clean and Modern Work Environment & Stable Income 2.2. Disadvantages
2.2.1. Huyền Trang: Boring and Dead-End Job & Stressful, Humiliating Sweatshops
2.2.2. Yến: Under-Trained and Overworked Staff & Low Wages
2.2.3. Ngọc: Inhuman Working Conditions & Unsocial Hours 3. CONCLUSION 1. INTRODUCTION Imagine this: you pick up the phone, and on the
other end, there's a person ready to assist you
anytime, 24/7. Have you ever wondered what their life is like at work? Today , we're diving
deep into the world of call center
agents, to share about the ups and downs of working in a call center in this talk show! Okay
, first, let's talk about the benefits of working in a call center . I'd like to invite Miss Lan to share her thoughts on this. 2. BODY 2.1. Advantages
2.1.1. Lan: Job Flexibility & Personal Growth
●Job Flexibility: Many call centers offer flexible work schedules, including part-time,
full-time, and remote options. This allows us to balance work with our family and relationships. Moreover , working remotely helps us communicate and solve problems with customers more easily . We can work independently , comfortably from home, and save travel time.
●Personal Growth: Working in a call center can help individuals develop a variety of
valuable skills, including Communication skills, Problem-solving skills, and Customer service skills. Every day
, we call and interact with many customers, including difficult
ones who require our persuasive abilities. Therefore, the call center environment is an opportunity for us to
practice and gradually improve these skills.
What are Ms. Chau's views on this?
2.1.2. Châu: Physically Undemanding & Promotion Prospects
●Physically undemanding: Since there's
no heavy lifting or physically intensive tasks, workers may experience
less physical exhaustion, allowing them to focus on their
tasks without needing frequent breaks for recovery
. Employees can conserve physical energy
, which can help them focus better
on the mental and emotional aspects of the
job, such as managing customer relationships and handling complex queries.
●Promotion prospects: Promotions in call centers are often merit-based, rewarding
employees who consistently meet targets, display leadership potential, and show
initiative, giving motivated individuals a fair chance to move up. The call center
industry is continuously growing and evolving,
often creating new roles or expanding
teams, which can lead to more frequent promotion opportunities.
What about you, Miss Trang? 2.1.3. Đoan Trang: Clean and Modern W
ork Environment & Stable Income ●
Clean and modern work environment: This offers numerous benefits to employees,
from increased productivity to improved health and morale. A professional work
environment equipped with modern amenities like computers, high-quality headsets,
and comfortable rest areas helps employees focus better . A clean and airy workspace
also reduces the risk of respiratory illnesses, creating a healthier work environment for
employees. Thanks to an ideal work environment, employees feel comfortable, loyal to the company
, and have long-term motivation.
●Stable income: This is one of the key factors attracting many people to call center
jobs. This is because call centers
often offer competitive salaries along with attractive bonuses and commissions based on performance. Additionally , employees receive full social benefits as prescribed by law .
Therefore, a stable income provides employees
with peace of mind, allowing them to develop themselves and their families. 2.2. Disadvantages
2.2.1. Huyền Trang: Boring and Dead-End Job & Stressful, Humiliating Sweatshops
●A boring, dead-end job: Working at a call center is considered a boring or dead-end job for many people because:
- Repetitive work: Call center jobs often involve handling a high volume of calls or
requests, which can lead to a feeling of monotony and repetition for some individuals. - Limited
career advancement opportunities: Some call centers may have relatively few opportunities for
career advancement beyond entry-level positions, leading to a perception of dead-end work. - Limited autonomy: Call center
agents may have limited authority to make decisions
and resolve customer issues, as they are often required to follow predefined scripts and company policies.
●Stressful, humiliating sweatshops: Working in a call center can be stressful and
humiliating sweatshops for several reasons: - High call volume: Call center agents
often handle a high volume of calls throughout
their shifts, leading to a fast-paced and demanding work environment.
- Customer interactions: Dealing with a wide range of customer personalities, including
irate or dissatisfied individuals, can be emotionally taxing and mentally draining.
- Performance metrics: Call centers typically have strict performance metrics, such as
call duration, customer satisfaction scores, and sales targets, which can create pressure to meet or exceed these benchmarks. Yen,
do you have anything to share?
2.2.2. Yến: Under-Trained and Overworked Staff & Low Wages
●Staff Are Under-Trained and Overworked
-Under-Training: Many call centers prioritize getting employees on the phone quickly,
leading to insufficient training
on handling complex calls, technology , and
problem-solving. Without continuous training, employees feel unprepared, leading to
frustration, stress, and lower productivity.
-Overworked: Due to understaffing and high performance targets, employees often
work long hours under high pressure.
The constant stream of calls and lack of breaks
result in mental and physical fatigue,
causing burnout, absenteeism, and high turnover rates. ●Poorly Paid
-Low Wages: Call center jobs typically offer low pay
, especially at entry levels, despite
the stressful nature of the work. This leads to
low morale and dissatisfaction, as the
emotional labor is not fairly compensated.
-Limited Financial Incentives for Career Progression: Poor pay and limited
opportunities for advancement create a sense of stagnation, causing disengagement
and prompting talented staff to
leave for better-paying jobs. This, in turn, contributes to the
cycle of under-training and overworking new employees.
2.2.3. Ngọc: Inhuman Working Conditions & Unsocial Hours
●Inhuman conditions:Employees may have to work in cramped spaces, lacking proper lighting and
necessary equipment, which can lead to discomfort and health issues over
time. Employees often face long hours of repetitive tasks, high stress from
meeting demanding targets, and little to no
support from management. These factors
affect both their physical health and their mental well-being.
●Unsocial hours: Employees have to work during inconvenient hours, such as at night, on weekends, or
on holidays, when most people are resting and spending time with their families. This
makes it difficult for them to maintain a balanced life, leading to
feelings of loneliness and a lack of connection with family and friends. This not only affects their
sleep and physical health but also diminishes their overall quality of life,
creating considerable psychological pressure in their daily work. 3. CONCLUSION
We hope that after this talk show
, you have a better understanding of the challenges and
rewards of working in a call center
. That concludes our program today . Thank you for joining us.