Operations & Service Management - a Study of Medi-Call Call Centres
EXECUTIVE SUMMARY
This report was commissioned to examine the number of calls to the Medi – Call Personal Alarms Systems LTD call centre and how the management implement certain capacity strategies in order to distribute call times whether it be an emergency, technical or a reassurance call from the customer. This is viewed over a twelve-hour shift and highlights the problems where the call centre is over capacity or under capacity.
The case study looks at the problems with the current operations and service management within Medi–Call call centres. Within this report the main problems will be identified, for example – the amount of time that could be saved from each call from the customer (for more the more important emergency calls), the reasons why there are high staff turnover rates and reducing the stress on staff by implementing more suited capacity management strategies to the functionality of the call centre. Also, recommendations on how Medi-Call can improve their efficiency and service to their customer through implementing a new capacity management strategy. For example introducing automated telephone calls for technical and reassurance calls and services which will reduce over all call times keeping staff out of the coping zone and reducing stress to the staff; this will in turn improve the overall service of Medi-Call.
CONTENTS
Page Numbers
Executive Summary……………………………………………………………………………………………………...2
1. Introduction……………………………………………………………………………………………………..4
2.
2.1 Situation Appraisal ……………………………………………………………………………………………5
2.2 Strengths and Weaknesses……..…………………………………………………………………………6
3.
3.1 Solutions……………………………………………………………………………………………………………7
4.
4.1 Conclusions and Recommendations……………………………………………………………………8
Reference List……………………………………………………………………………………………………………….…9
List of Appendices
Appendix One: Plagiarism Checklist
This report was commissioned to examine the number of calls to the Medi – Call Personal Alarms Systems LTD call centre and how the management implement certain capacity strategies in order to distribute call times whether it be an emergency, technical or a reassurance call from the customer. This is viewed over a twelve-hour shift and highlights the problems where the call centre is over capacity or under capacity.
The case study looks at the problems with the current operations and service management within Medi–Call call centres. Within this report the main problems will be identified, for example – the amount of time that could be saved from each call from the customer (for more the more important emergency calls), the reasons why there are high staff turnover rates and reducing the stress on staff by implementing more suited capacity management strategies to the functionality of the call centre. Also, recommendations on how Medi-Call can improve their efficiency and service to their customer through implementing a new capacity management strategy. For example introducing automated telephone calls for technical and reassurance calls and services which will reduce over all call times keeping staff out of the coping zone and reducing stress to the staff; this will in turn improve the overall service of Medi-Call.
CONTENTS
Page Numbers
Executive Summary……………………………………………………………………………………………………...2
1. Introduction……………………………………………………………………………………………………..4
2.
2.1 Situation Appraisal ……………………………………………………………………………………………5
2.2 Strengths and Weaknesses……..…………………………………………………………………………6
3.
3.1 Solutions……………………………………………………………………………………………………………7
4.
4.1 Conclusions and Recommendations……………………………………………………………………8
Reference List……………………………………………………………………………………………………………….…9
List of Appendices
Appendix One: Plagiarism Checklist