EBK OM
6th Edition
ISBN: 9781305888210
Author: Collier
Publisher: YUZU
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Chapter 14, Problem 3CQD
Summary Introduction
Case Summary: G.F Flyer Call Centre case study involves the importance of analysis of resource capacity and development of the good schedules to provide the good customer service. It can also be seen that the HA and GCCS categorized their incoming calls in four sections which are redeem calls, problem resolution, manage accounts and travel advice. To get the better result four step analysis approaches is also used and the steps are demand analysis, computation and explanation for the logic of setting a standard device time, analysis of the staff capacity and revised detailed staff
Interpretation:A better CSR (Corporate Social Responsibility) staff schedule is to be developed and whether the company should hire more or lay off an abandoned CSR and whether the company should use the part time employees is to be discussed along with reasons.
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