Recommendations for Auric Bank
RECOMMENDATIONS FOR AURIC BANK
Recommendations for Relocating Call Centers of Auric Bank Donikian Mark
SolBridge International School of Business
TABLE OF CONTENTS Introduction 3 Problem solutions 4 Recommendations 6
INTRODUCTION
Auric Bank is a modern British bank that cares about its customers. Business at Auric Bank is constantly reviewed in order to provide customers with excellent service at competitive prices.
The objective of this business report is to scrutinize different solutions to the two issues Auric Bank is currently facing. One of them is customer service improvement and the second one involves implementing a policy which will cut the bank’s costs and at the same time will boost its profits and share price. As a part of the major reorganization a look has to be taken at the cost of customer service since Auric Bank generated a loss of approximately £1.5 billion in 2011 by investing in unprofitable areas of business. Since that time the bank has carried out a major review of its operations the main points of which are: 1. Customers believe Auric Bank is charging too much for its services 2. Auric Bank no longer has the image of a ‘caring´ bank that is close to its customers and understands their needs 3. The bank needs to reduce costs to increase profits and price per share
Today Auric Bank has 2,500 employees working in three call centers located in different cities in South England. There are four solutions which the directors of the bank are considering: 1. The call centers could be kept in-house 2. The call centers could be outsourced to a Company based in South Africa 3. The call centers could be outsourced to a Company based in Scotland 4. The call centers could be outsourced to a Company based in India
PROBLEM SOLUTIONS First option
One of the solutions is to keep call centers in their current locations in South England and
Recommendations for Relocating Call Centers of Auric Bank Donikian Mark
SolBridge International School of Business
TABLE OF CONTENTS Introduction 3 Problem solutions 4 Recommendations 6
INTRODUCTION
Auric Bank is a modern British bank that cares about its customers. Business at Auric Bank is constantly reviewed in order to provide customers with excellent service at competitive prices.
The objective of this business report is to scrutinize different solutions to the two issues Auric Bank is currently facing. One of them is customer service improvement and the second one involves implementing a policy which will cut the bank’s costs and at the same time will boost its profits and share price. As a part of the major reorganization a look has to be taken at the cost of customer service since Auric Bank generated a loss of approximately £1.5 billion in 2011 by investing in unprofitable areas of business. Since that time the bank has carried out a major review of its operations the main points of which are: 1. Customers believe Auric Bank is charging too much for its services 2. Auric Bank no longer has the image of a ‘caring´ bank that is close to its customers and understands their needs 3. The bank needs to reduce costs to increase profits and price per share
Today Auric Bank has 2,500 employees working in three call centers located in different cities in South England. There are four solutions which the directors of the bank are considering: 1. The call centers could be kept in-house 2. The call centers could be outsourced to a Company based in South Africa 3. The call centers could be outsourced to a Company based in Scotland 4. The call centers could be outsourced to a Company based in India
PROBLEM SOLUTIONS First option
One of the solutions is to keep call centers in their current locations in South England and