Monday, December 24, 2012

Lions Financial Corporation

1. Assumptions 1) 0.5% gripes lost before entering the call centre schema have been ignored since they add up to only one hundred calls per week. 2) Calls arriving at LFSs call centre are sour to be distributed equally over all working age in proportion to their working hours. Within the day, it is assume that calls stick depending on the time of the day, with the periods between 8.30 am to 11.30 am and 4 pm to 5 pm providing peak traffic. Estimates are do per hour and then aggregated to form the figures per day. This is in abidance with market opening-closing times (when there is usually high activity) with Saturday mistaken as the day when customers make financial decisions. 3) It is assumed that with a watch time of little than 20 seconds, LFS will be able reach 100% emolument direct i.e. zilch drops a call if they are made to wait less than 20 seconds (current drop rate is 15% with an average wait time of 46 seconds) 4) In Carrs proposal it is assumed that the 20% calls which are serviced by the IVR system are all Quickline calls and no non-QL call is handled by the IVR. 5) Total # of calls made to the call center is 30,000 6) Understaffed is equivalent to a service level of 90% 2.
Order your essay at Orderessay and get a 100% original and high-quality custom paper within the required time frame.
Purpose of the call center Call centers primary objective is to provide quality customer service resulting in high customer satisfaction, while ensuring customer retentivity over a long period of time. This is done to maximize a Customers Life time look upon for a company (NPV of all the profits accrued to the plastered from a single customer, assuming that he does not flaw prematurely) Essentially it involves addressing any and every doubts of the customer but is largely considered a support function. 3.1. What does the company compulsion LFS wants to augment its capability to shell out its existing customers as well as its new prospects, by having the call center as a point of contact. What is principal(prenominal) is that the interaction in a call center is indicative... If you want to get a full essay, order it on our website: Orderessay

If you want to get a full essay, wisit our page: write my essay .

No comments:

Post a Comment