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Essay / Research Paper Abstract
This 19 page paper is a 20 slide PowerPoint presentation with speaker notes looking at how to improve a call center which is not meeting any of its key performance indicators. The strategy includes training the staff and introduction of motivation strategies. The bibliography cites 6 sources.
Page Count:
19 pages (~225 words per page)
File: TS14_TEcallimpv.rtf
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Unformatted sample text from the term paper:
Over the last three years the company has done well, with a staff if 250 in the call center and the need to
subcontract call center services to supplement the call center it is obvious that the company has been successful it the provision of its core services; telecommunication services Slide 3
In order to remain successful the firm needs to retain the customers it has as well as gain new customers. Retaining customers is about more than just
the provision of the basic services, customer services can be a very important part of the ongoing relationship between a customer and the company. When a customer has a
query and they call the company it is important that the query, or reason for the call, is dealt with in a professional efficient and friendly manner. If a customer
is left waiting too long before the call is answered, is transferred countless times between different departments, or does not get a speedy resolution they are likely to become dissatisfied
and change service providers as soon as the contract allows. This is why key performance indicators look at measures such as average wait for the call to be answered, average
call length as well as customer satisfaction and whether or not the call resolved the issue. The way this service is to be provided is important to the
firm in more respects than simply customer service levels. For the customer services to be viable they also have to be provided in a cost effective manner, balancing quality and
cost. In effect, the firm has to be able to leverage the resources it has to create value and attain the goals in a way that will support the ongoing
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