The GM of a chauffeured limousine transport organization is worried about underperformance at the organization's client administration call center. The eight-man call canter handles all client communication including talking about organization services with imminent clients, booking pickups, quoting prices, doing the confirmations and taking care of billing. Clients have griped about stretched wait times to talk with somebody and about abandoned calls. Then again, consumer loyalty with the company's vehicles and drivers is great. The GM stresses that call center administration quality will confine the organization's capacity to grow operations into new markets. The organization's founder has requested that the GM investigate the issues and propose alternatives. Readers must break down the capacity utilization and demand for the call center while considering the issues of including abandoned calls.
PUBLICATION DATE: November 15, 2011 PRODUCT #: 4374-PDF-ENG
This case is about BUSINESS PROCESSES & operations. This is just an excerpt.
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