Call Center Case study research
$30-250 USD
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
Project ID: #25917208
About the project
23 freelancers are bidding on average $103 for this job
Hello! I hope that you are well. I am glad to place a bid on your project. I am an expert content and academic writer interested in writing your case study report based on the details that you will give. High quality a More
Having an MBA from Harvard University and working on different case study projects, I can provide you with the best quality report, Prezi presentation, and speaker notes for your call center case study research report. More
1. I am an expert in writing call center case study. I read your project description and I am sure that I can handle your project. 2. Also an expert in Academic writing, research reports, essays and advance essays, More
Call Center Case study research I am a PhD writer with 6-7 years of experience and can deliver quality notes to tight deadlines. I can generally compile up to 10 pages of lecture notes per day. ##Unrivaled Quality ## More
Call Center Case study research 1x Prezi Presentation file (including references) 1x Speaker notes 1000 words excluding references and appendices Being a Masters in Business Administration, the work will be delivered a More
Dear client" I have read your project description about" Call Center Case study research" and I'm confident i can do this project for you perfectly.I still have a few questions. please leave a message on my chat so we More
I am system analyst and project management consultant I can write report on call center case study Please send details of work
Hello I have read your project description. I can work on all the things required: 1x Prezi Presentation file (including references) 1x Speaker notes 1000 words excluding references and appendices Kindly send a mess More
Hi, i am ready to complete your requirements related to case study, research, please tell me your deadline, I am a professional Writer having professional experience of more than 5 years. We believe in working with a More
Hi, i will provide you high quality work about your Call Center Case study research. I have carefully read and understand the whole required matter. Pleasure would be in order to provide you the best solution of your d More
Hi There, I am a professional with over 20 years of experience and expert doing reports and business analysis for different industries. MBA and Ms in Financial Management.
Hi, I have around 16 years of experience in working in Call Centers in Operations, Quality, Transition, WFM, and Training. Besides, I am a certified Project Management Professional having worked in various Project More
I do data entry, copy paste work very well, you will not have any complaints about my work, you will give me the opportunity to work once, your work will be completed on time.
hello sir/madam I am glad to work with you please give me a opportunity to work with you.i am promise you to done all work properly
Taking Responsibility Patience Effective Listening Attentiveness Time Management Willingness to Improve