COPYRIGHT MATERIAL M-Tel Call Centre data: What does it tell us? In May 2009, Esther Ching is three months into her role as manager of the complaints section of a call centre, located in India. The call centre is owned and run by M-Tel, a Malaysian telco company. Her section handles all billing complaints and service difficulties. The main products are landlines, mobile telephones and internet access. She is required to present a report about the performance of her section, as part of the regular
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October 26th, 2011 Aerial Capital Group (ACG) Organization Case Study DECLARATION This report is completed by Group 7 with five members all pursuing their Master of Engineering – Coursework degree. The organization was chosen with the consent of every member of the group and further each member was assigned an area to study to help contribute to the case study. Constant project meetings were held to make progressive outcomes for this case study updating information database from what had been accomplished
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of service and experience our customers receive from us: BT Retail is a customer-centric distribution business that will grow shareholder value and deliver an excellent, continuously improving, customer experience. We will provide differentiated solutions and a tailored service to our customers, build new routes to market and manage profitably our developing products and services portfolio. We will excite and engage our people to maximise the value they create for themselves, our customers and the
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Software used by Legato (CosmoCall Universe™ from CosmoCom™) 4 5. CosmoCom™ -Legato strategic Alliance 5 6. CosmoCall Universe™ Features 5 • Multi-Channel ACD with Universal Queuing (UQ) 5 Phone Calls (traditional ACD) Videophone Calls Email Web Calls (chat, voice, video, collaboration) • Interactive Voice and Video Response (IVR, IVVR) 6 • Interaction History 6 • Outbound Dialing 6 • Recording and Quality Monitoring 7 • Integration Capabilities
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The Business Context The call centre of the Eastern Medical Faculty Foundation, hereafter referred to as EMFF, provides a competitive advantage to the Internal Medicine Department of the Chicago School of Medicine through the delivery of efficient and high quality service to patients. Treating patients generates revenue the Internal Medicine Department and contributes to investments in research in the highly competitive healthcare sector. Unfortunately, declining customer satisfaction, as evidenced
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"merely the elements or details of the mechanisms of management" Task allocation is the concept that breaking task into smaller and smaller tasks allows the determination of the optimum solution to the task. "The man in the planning room, whose specialty is planning ahead, invariably finds that the work can be done more economically by subdivision of the labour; each act of each mechanic, for example, should be preceded by various preparatory acts done by other men." devised a means of detailing
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Sample Case Studies Client Name: The Challenge: HP was implementing a CISCO enterprise call centre for a new GSM operator in the Middle East region. The call centre will be responsible for handling the requests of call customers concerning everything from service activation, to bill enquiry, to asking about new offers. The client required that the Call Center integrate with ORACLE CRM solution that held all the customer information and billing. HP commissioned SAND to do the integration part between
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We took DHL call centre as the development subject, and analyzed the importance of establishing a new call centre based on the theories about the reasons of building call centre. Based on existing literature about call centres, we summered up the advantages of call centres and examine the current status of DHL, thus our analysis gives a theoretical and practical ground of building DHL new call centre (Bruce et al, 2010). Latter analyzed the factors influencing the success of call centres so that we
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in the text. b) No part of this assignment had been written for me by any other person except where such collaboration has been authorized by lecturer concerned. c) All grades obtained by students are final. Appeal can only be made (on FAIL case only) to the Academic Borad along with a payment of RM 100.00 to formalise the Process.d) the University/ College uses plagiarism detection
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S. $17,589 million) sales in 2005. Business Situation L’Oreal decided to implement a company-wide customer relationship management (CRM) system. It wanted to combine the product-centric marketing approach with a greater focus on the customer. Solution Working with Siebel, and advised on the architecture by Microsoft® Services, L’Oréal standardised on Siebel CRM and Analytics software running on Microsoft Windows Server SystemTM Engineered and Microsoft SQL ServerTM 2005 database. Benefits ■
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