Principles of Management Essay Sample

Accent was founded in 1993 and is 90 per centum bulk owned by Canada-based MDC Partners. Inc. Accent has 11 locations in six U. S. provinces and two international locations in Jamaica and the Philippines. They do concern with several lucks 1000 companies such as: American Family. Sprint. Asus. Char-broil. Samsung. Sharp and Weight Watchers. ( PR Newswire. 2011 ) Accent Marketing Services is a company for trade names ( concerns ) that want to retain and spread out their client base. “Since 1993. ACCENT has helped world-renowned trade names get. support. retain and grow clients at every lifecycle phase. ” ( “About us. ” ) Accent’s current mission statement is: “By 2013 Accent will be a 150 million dollar company by supplying outstanding client. spouse and client battle. ” ( HR People Services Manager )

INTERNAL STRENGTHS
I think Accent’s most of import strength is that it seems like an astonishing topographic point to work based on a figure of variables which include: the huge assortment of Accent locations and trade names. This offers a alone chance of promotion within a trade name or across trade names. resettlement and the cognition base of multiple trade names. An interview with Tim Searcy. CEO of Accent Marketing Services. was published by Call Me’ IQ on September 15th 2011. In the interview Mr. Searcy states. “the manner we distinguish ourselves the most is through our Seven “We Wills” – one of which is “We will advance from within. ” When we seek employees to fall in our organisation. we see their first function with us as merely that – their first function. We want our employees to turn with us. I’m populating cogent evidence that you can travel from the contact centre to the board room. and I believe that in every communicating I have with our employees. we’re looking at the following coevals of leading. and that they will come from within. ” ( Bracken. 2011 )

This is Accent’s most of import strength as happy employees make for more motivated and loyal employees. When you’re motivated and loyal to a company you understand that what you may or may non make could impact the companies’ repute. therefore potentially impacting the relationship with the trade name in inquiry. I find the fact that employees are able to derive cognition about multiple trade names really fascinating. This is due in portion because it truly makes the employee much less expendable to the company. This helps maintain abrasion low which can demo the company is loyal to the employees. With the CEO stating that Accent strives to advance from within. the employees are motivated to execute that much better to go the following coevals of leading. “Very few organisations can indicate to a history of making that efficaciously. but Accent can. ” ( Bracken. 2011 ) Accent’s proprietary uninterrupted battle betterment procedure is really advanced with respect to technological promotions.

I would see this their 2nd strength that truly comes to the head. “Accent’s proprietary Continuous Engagement Improvement? procedure is designed to transform your client service channels into powerful relationship and trade name edifice tools. Along the manner. we help clients lower costs. increase efficiency. drive incremental gross. better the client life-time value. and drive greater return on investing. “ ( “Approach. ” ) Accent knows the most of import client interactions are the ones’ that happen next. Because of this they have put together a strong squad of battle specializers that are backed by technologically comprehensive communicating channels and tools on the market today. Advanced communicating includes but isn’t limited to: web self-service. cloud monitoring and instant messaging. Advanced tools include but aren’t limited to: back-office services. quality monitoring and coverage. ( “Approach. ” ) Accent stays up to day of the month on all technological Fieldss which will guarantee their communicating channels and tools are updated to run into their brand’s demands. Keeping up on the altering engineering besides allows Accent to be competitory and come up with new communicating channels and tools for possible new trade names. INTERNAL WEAKNESS

Abrasion is Accent’s biggest failing. Per CEO Tim Searcy. “Compared to the remainder of the industry. our engagement specializers are more expensive to engage and develop than the mean because of our demand to happen persons who are skilled in multichannel battle. This makes abrasion really expensive – it’s a direct hit to our bottom line. ” ( Bracken. 2011 ) It is non uncommon to happen companies claiming an abrasion rate that is much less than that of others in their industry. Companies can project their abrasion rate falsely because it tends to impact their trade name image both internally and externally. Internally. it sends incorrect signals to their employees and Directors. Externally. it can impact the company in assorted ways such as developing a bad image or restricting the perspective endowment pool of new hires.

I’m non saying Mr. Searcy would lie about Accent’s abrasion rate. but from what I know about abrasion ; Accent’s abrasion may non be so low. Accent’s 2nd failing is employee wage. I personally spoke with an HR member that advised me direction has been grossly underpaid for rather some clip ( this is low. center and upper direction ) . Traveling frontward off of what Mr. Searcy stated supra. this can decidedly impact the abrasion rate and overall employee felicity. With lower wage. higher abrasion is most likely inevitable ; in bend less tenured. inexperient employees could perchance take over in certain direction musca volitanss. This can’t be good for Accent as good Management and leading are imperative to a strong company.

EXTERNAL OPPORTUNITIES
Accent’s biggest external chance lies in turn uping a new industry to turn the concern in. In February they announced they acquired the accredited agent line of concern from a taking insurance supplier. Accent’s CEO. Tim Searcy stated. “With the add-on of this new line of concern. we can now leverage the specialised accomplishments of accredited agents to spread out our client battle capablenesss within the insurance and fiscal services industries. ” ( PR Newswire. 2012 ) With this new acquisition. it shows that Accent concentrates on progressive thought. With the ups and downs in the current economic system. this is a really of import constituent for a company.

Looking for ways to get a new trade name in a new industry helps a company become more diverse. The more diverse a company is helps guarantee a better opportunity of being successful in most all types of economic systems. Accent’s 2nd biggest external chance would be to derive perspective clients. As stated above. with their “Accent’s proprietary Continuous Engagement Improvement? procedure. ” ( “Approach. ” ) they non merely can retain clients. but if used efficaciously. they can potentially carry perspective trade names to outsource to them. Although this proprietary procedure has proven effectual in maintaining said trade name. it doesn’t seem as if it has been used to derive said trade name. EXTERNAL THREATS

Accent’s biggest external menaces are trade names outsourcing their call centres overseas. This is due to the battles concerns have had with the economic system. Why wouldn’t Accent’s trade names want to take their concern overseas where they can pay pennies compared to what they pay now? “Outsourcing is a well-known construct and has been accepted and implemented by organisations across the Earth. Often seen as a cost-saving maneuver. outsourcing allows a concern to concentrate on its nucleus competences while offloading its non-core maps to outsourcing suppliers in low-priced states like India. ” ( “Outsourcing vs. insourcing. ” ) With the tendency being that major organisations are outsourcing their call centres. this could truly set Accent in a bind. Regardless of what tactics Accent utilizations. it all comes down to the mighty dollar. and Accent wouldn’t be able to vie with the low cost of an offshore call centre.

Accent’s 2nd biggest external menace would be insourcing/competitors. “Insourcing is a recent construct that has been advocated as an option to outsourcing. Supporters believe that it will take to better direction control and occupation creative activity at the local degree. Insourcing is besides seen as a solution to the jobs of control and hidden costs with outsourcing. ” ( “Outsourcing vs. insourcing. ” ) Insourcing would be stultifying to Accent. Accent could really easy hold a trade name that wants more control over their twenty-four hours to twenty-four hours activities. policies and processs. Insourcing could besides potentially lower operating expense. Along with insourcing. rivals are ever a menace. Harmonizing to Hoovers. com. Accent’s top three rivals are Affinity Solutions Inc. . Alpine Access Inc. . and AnswerNet Inc. ( “Hoovers a d. ” ) There is ever a hazard that a viing company with create a communicating channel or tool that will let them to bear down a lower “outsourcing” rate. This can do one of Accent’s trade names to travel to one of the viing companies. one time once more to protect their bottom line. How to Better on External Factors

Companies can easy do alterations to their internal strengths and failings to stay a successful company. It is the external factors that are by and large “out of the company’s hands” . However. companies can remain competitory by taking advantage of their chances and utilizing their menaces to their advantage. I suggest the Accent continue to concentrate on the insurance and fiscal industry to look for other companies to get or carry trade names in this industry to work with them. This will help with Accent enlargement. With the enlargement of other trade names or industries Accent can utilize extra financess to foster their Continuous Engagement Improvement? procedure to retain current brand’s and freshly acquired brand’s demands for engineering. In order to utilize the menaces to Accent’s advantage. they need to concentrate on making new communicating channels and tools at really competitory monetary value. They need to keep their niche of supplying the “highest degree of client service” so their trade names do non make up one’s mind to travel to a rival. insource or outsource overseas.

Mentions

Bracken. C. ( 2011 ) . Name halfway insider: Interview with tim searcy. chief executive officer of speech pattern selling services. Retrieved from hypertext transfer protocol: //iq. callme. io/2011/09/15/call-center-insider-interview-with-tim-searcy-ceo-of-accent-marketing-services/ ( interv with searcy )

Approach. ( n. d. ) . Retrieved from hypertext transfer protocol: //www. accentonline. com/solutions/engagement-services/approach/

PR Newswire. ( 2011 ) . Accent selling services names tim searcy as new chief executive officer. Financial Content. Retrieved from hypertext transfer protocol: //markets. financialcontent. com/stocks/news/read/16778563/ACCENT_Marketing_Services_Names_Tim_Searcy_as_New_CEO

PR Newswire. ( 2012 ) . Accent selling services acquires accredited agent line of concern. Yahoo Finance. Retrieved from hypertext transfer protocol: //finance. yokel. com/news/accent-marketing-services-acquires-licensed-163900820. hypertext markup language

Outsourcing vs. insourcing. ( n. d. ) . Retrieved from hypertext transfer protocol: //www. outsource2india. com/why_india/articles/outsourcing-versus-insourci