A Report Of The It Call Center Case Essay - 1579 Words

We want to discuss a little bit about the executive summary of the IT call center case before doing the evaluation. Here the IT service company is worried about their about their service as their competitors are doing well in the market. The company officials decided to apply Six Sigma techniques like DMAIC (Define, Measure, Analyze, Improve, Control), Benchmarking to find the root cause of the problem. While going through the process they found that their competitors are ahead of them in terms of Support cost ($36 for the company on an average which is far expensive). Doing further analysis with the DMAIC project the company tried to predict New Account Growth taking number of transfers, wait time and service as the independent variables. The results indicated that wait time and service are the two factors that affects New Account Growth. The Define phase indicated that the key stakeholders are the customers, staff members and the business. The D1 project charter indicated that the Goal statement element should target 90th percentile = 85% from 75% within the fourth quarter without changing the support costs. The D2 phase is the customer requirements where the company wants to implement SIPOC (Suppliers, Processes, Outputs and Customers) to identify important customers, staff and businesses. The officials plan to conduct VOC (Voice of Customers) to know the level of customer satisfaction with the current levels of service offered. The D3 of the define phase is the highShow MoreRelatedRisk Management and Prevention: Case Analysis of HSBC Bank1404 W ords   |  6 Pagesand State labor laws regarding a class action suit based on call center employees in New York, Virginia, Illinois, Nevada, and other US locations (Workers Sue, 2005). Summary of Case- James Stefaniak and Keith Pannaccion, former telephone call center employees for HSBC in Buffalo, New York, allege that HSBC failed to pay overtime as required by Federal Fair Labor Standards and New York State Law. The lawsuit alleges that many call center employees arrived early, worked during lunches and breaks,Read MoreStaffing Plan for Victory Dialysis Center1524 Words   |  6 Pagesplan for Victory Dialysis Center are presented here in identifying the qualifications, number, and duties of prospective employees. Management Team Victory Dialysis Center will have a management team comprising of five directors: medical director, financial director, lawyer, administrator and an on -call Nephrologist. The overall responsibility of the management team will be to overlook the operation of the Dialysis unit taking into consideration the monthly reports. The management team willRead MoreGovernment Call Center Service Improvement Through Unstructured Data Analytics1425 Words   |  6 Pages Government Call Center Service Improvement Through Unstructured Data Analytics Overview Unstructured data analytics is an essential part of any Big Data offering. Making sense of unstructured data is time consuming and complicated, yet the insights generated from these data are valuable and meaningful if proper techniques are utilized. This report is to analyze the factors that could affect the resident satisfaction levels based on the government call center service. Two separated modelsRead MoreFunders Fund to Dig-it Project1171 Words   |  5 Pages Primary Scenario for each Use Case. †¢ Funders Fund to Dig-it Project. †¢ Lead worker send Review Report to Center Manager. †¢ Funders Take KPI report from Center Manager Dig-it. Clients To Join †¢ Lead worker review success of ex homeless people (clients) †¢ 50% of the client’s dropout in the review by lead worker. †¢ Then lead worker re-review the 50% dropout clients. †¢ Lead worker assign the work in dig it for elderly to the 50% successful clients. Working in Dig-it elderly. †¢ Volunteers help fulltimeRead MoreThe Face Of Face Communication1274 Words   |  6 Pagessocial signals from voice communication. †¢ Track location of employee. †¢ Collect metadata to create customized reports; one for employee and one for management. †¢ Map business goals with employee’s sales performance. †¢ Improve engagement which in turn will reduce stress. Risks: †¢ It may lead to an oppressive work environment that will affect the team/individual‘s morale. Use – Cases: †¢ Employee/Team Performance: The means of communication between employees can vary. It mostly involves verbalRead MoreAny Incident That Results In The Unauthorized Access Of1690 Words   |  7 Pagesthree different energy companies were attacked, resulting in several outages that caused around 225,000 customers to lose power access across various areas. It was also reported that the attackers flooded the call centers with immense amount of automated telephone calls so that no outage calls from the customers are received on time thus creating a huge chaos. This was a massive cyber-attack that left quarter millions of people without power. Behind the attack It was reported that Russian-nexus actorsRead MoreCase Study : Renker An Infomercial Studio 1218 Words   |  5 PagesGuthy – Renker Case Brief Guthy – Renker an infomercial studio which has emerged into direct response marketing which has discovered and developed different award winning products. Most of the function - product design, manufacturing, media, call centers, fulfillment, shipping, customer service – are outsourced. Whenever there is need of information Guthy – Renker be contingent on their IT department to gather data and produce report. To overcome this difficulty and to reduce the manual effort theyRead MoreThe Second Pillar : Enterprise Wide Analytics1491 Words   |  6 Pagesthe new and latest technologies to our customers. Today, the data is centrally located in multiple Oracle databases with multiple universes used for reporting. Power users can develop reports accessing transactional tables instead of the universes. The end result can be getting different results in a report. This is not because the data is different but how users are requesting and interpreting the data. I r efer to this pillar as a work in progress because we are currently working on a strategicRead MoreCase Study : Help Desk Management Essay1147 Words   |  5 Pagesappropriate plan of care center is possibly the most important provider to a well prepared for the support action. The help desk center actions will define how to relate with the clients how to increase cases to different stages of support staffs and the service levels will try to reach. The next types of queries is the best way to deal and plan the problems: The best attitude to connect with clients. Dissimilar varieties of cases to statement. Positions to increase a case to a next level person.Read MoreThe attacks of 9/11 in 2001 shed a light on many different weaknesses relevant to the security of1500 Words   |  6 Pagesincident, and particularly in the case of law enforcement, these problems likely resulted in more fatalities than would have occurred had better systems been in place. This paper will discuss the communication problems that surfaced during the 9/11 disaster, the results of those problems, and the measures that have been taken to respond to those inadequacies. On September 11, 2001, two airplanes originating in Boston were hijacked and flown into the World Trade Center in New York City. Initially, it