The eight-person call center manages almost all customer interaction including providing pricing, scheduling pickups, discussing company services with prospective customers, confirming appointments, and handling billing questions. Customers have complained about extended wait times to speak with somebody regarding forgotten calls.
On the other hand, customer satisfaction with all the fleet vehicles and drivers of the company is not very low. The general manager stresses that call center service quality will limit the company's capability to expand operations into new marketplaces. The founder of the company's has requested the general manager to check into the difficulties and propose solutions. Students must review the capacity utilization and demand for the call center while also considering the expenses of issues including abandoned calls.
PUBLICATION DATE: November 15, 2011 PRODUCT #: 4374-PDF-ENG
This is just an excerpt. This case is about TECHNOLOGY & OPERATIONS
Related Case Solutions & Analyses:
Ahold: Royal Dutch Disaster
CIBC-Barclays: Should Their Caribbean Operations Be Merged
Toy World Inc.: An Operations Perspective
Laidlaw: The Resignation of James R. Bullock
Mars Incorporated Online Procurement
Is Your Business Ready for a Digital Future?
Bridging the CIO-CEO gap: It takes two to tango
Starbucks Canada: The Mobile Payments Decision
Sunshine Fashion: Fraud, Theft and Misbehaviour among Employees
EMMICO: How to Improve Inventory Turns
