My Organization’s Profile

Aegis Communications

A Description of the History, Structure, and Culture of Aegis

Communications Inc.• The name of my organization is Aegis

Communications:

• A transaction-based business process outsourcing company, provides outsourced customer relationship management (CRM) solutions and back office transaction support worldwide.

A Description of the History, Structure, and Culture of Aegis

Communications Inc.

• The company’s CRM service offerings include Web-enabled and telephone-based customer service, help desk, and customer acquisition and retention; multilingual communications programs; client service center facilities management; order provisioning, which is the transferring of data into clients' billing systems and customer records; up-selling and cross-selling of products and services; and database management.

A Description of the History, Structure, and Culture of Aegis

Communications Inc.

• “Its Web-enabled customer care services include online customer-initiated call back, automated email response, live Web text chat, pushed content Web sessions, Web self-service, fax/email on demand, and online management reporting.” “The company, formerly known as ATC Communications Group, Inc., was founded in 1985 and changed its name to Aegis Communications Group, Inc. in 1998.” “Aegis Communications is headquartered in Irving, Texas.”

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A narrative describing the change process undertaken, including the

reasons for the change

• The change process in my opinion was “Management” and I also believe that there were some culture changes also. I believe that the reasons for the changes were the many labor law suits bought against Aegis.

An evaluation of the overall effectiveness of the change process, including what was done well and what might be done

differently

• I believe that the management change that took place would have been great; if new management had came in communicating with the employees and supervisors. I also believe that new management should have kept the pay structure as advertised.

A reflection on what conclusions you can draw from this profile about how

this organization responds to

innovation and change

• I believe that this organizations response to innovation and change at this time is so much different from when I worked there. From what I have read about Aegis lately and from what my friend has told me; Aegis embraces change and innovation. There is always ongoing training, which was not there when I worked for them.

References:

• Aegis Communications Group Inc. Historical Stats. Retrieved from http://www.goldmood.com/cosmos/h/AGIS.OB.html

• Business Week (Nov. 29, 2009) Aegis Communications Group Inc. Retrieved From, http://investing.businessweek.com/research/stocks/private/snapshot.asp?privcapId=24407

References Continued:

• Latonya Brown, (Nov. 29, 2009) Friend

• Edgar Online, Inc. (1995-2009) ITEM 1. BUSINESS

• GENERAL. Retrieved From, http://74.125.95.132/search?q=cache:4btOY1aQWrcJ:sec.edgar-online.com/aegis-communications-group-inc/10-k-annual-report/2006/03/31/Section3.aspx+At+Aegis+Communications+Group+Inc.+in+Irving+Texas,+what+is+the+culture+like%3F&cd=9&hl=en&ct=clnk&gl=us