Assignment task: Banana Beat is an online shoe shop that specifically sells flip flops for men of all ages. Customers are able to purchase online via the web shop, telephonically and via email.
The call centre is an important department of the business as 75% of the orders are placed through the call centre. Also any issues regarding payment are resolved telephonically as well as complaints.
The call centre is open 24/7 and the team consists of 50 employees that work 8 hour shifts. Shifts are by choice. Each team member has its own target, sells their own products, and is responsible for achieving their own goals. Their weekly team meeting happens every Monday at noon and members not working at the time can call in remotely. Some people have never even met some of their colleagues! It is a great company that looks after their employees and rewards each member for achieving their individual goals.
Required:
Q1. Would you classify the call centre as a team or a group? And why?
Q2. What changes need to be made with regards to transforming the group to a team?