Call Center Case study research

Closed Posted 3 years ago Paid on delivery
Closed Paid on delivery

Scenario

You are employed as a Senior Office Manager in a call centre based in London. The

company provides customer care services to a UK fashion retailer. Your company

reduces operating cost by having remote call centre agents who are based in the UK

but has got access to a network of computers, a call centre software, a headset and

a reliable Internet connection. You maintain a team of 10 people, 6 of them are

administrative clerks and 4 are senior managers who deal with customer complaints,

retention and cancellation.

The Managing Director has announced that the offices will be relocated to the area

around Salford, Manchester in order to reduce costs. He has asked you to lead a

small team from the office and involve consultants to plan and execute this move.

She wishes to retain the same size administrative team.

In his announcement, he also confirmed the three core targets associated with the

move. These include:

a) Real-time Control System: Creation of several easy-to-read dashboards and

quality heat maps which will help agents, supervisors and executives to

understand current performance and how it relates to the team and overall

goals. Ideally, the new system should be able to provide an aggregated

view of real-time and historical data in addition to regular reports. Agent

scorecards and recorded calls should also be accessible through the new

system for easy drill down within the same tool.

b) Remote Trainings: The call centre agents need to be aware about changing

industry trends and should be able to adapt according to the technological

advancements. In a call centre industry, these upgradations or add-ons

happen way too fast. Creating a mechanism to carefully hand-pick

strategies to train all the remote call centre agents accordingly, via video,

voice or chat modules.

c) Continuing Profitability: Continuing to grow business income by 10% annually

by reducing the physical costs associated with business premises

management, improving the IT systems for the business and minimizing

the human resource costs associated with the move particularly

associated with redundancy, recruitment and training by using innovative

cloud based solutions.

Task 1 of 2 Management Report

As a trusted and valued employee, the Managing Director (MD) has asked you to

use your academic knowledge and professional skills to carry out a project that will

achieve one of the three core targets that were announced.

He has asked you to prepare an initial report which should reassure the senior

management team your capability in dealing with the project and its stakeholders.

Instructions

In your report, you must follow the needed in the attached file.

Task 2 of 2

 1x Prezi Presentation file (including references)

Note: Standard version of Prezi is free. Available on: [login to view URL]

 1x Speaker notes

 1000 words excluding references and appendices

Research Project Management Call Center Management

Project ID: #25917208

About the project

23 proposals Remote project Active 3 years ago

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