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a. Devise an operations management strategy for the proposed call centre - VCE - SSCE Business Management - Question 7 - 2002 - Paper 1
Question 7
a. Devise an operations management strategy for the proposed call centre. b. Choose one of the options considered by the executive team and apply three key performa... show full transcript
Worked Solution & Example Answer:a. Devise an operations management strategy for the proposed call centre - VCE - SSCE Business Management - Question 7 - 2002 - Paper 1
Step 1
Devise an operations management strategy for the proposed call centre.
Answer
To devise an operations management strategy for the proposed call centre, it is essential to focus on key areas such as staffing, technology, process optimization, and customer service. A recommended strategy can employ the POLC model (Planning, Organizing, Leading, and Controlling) to ensure a structured approach:
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Planning: Identify the call centre's objectives, such as improving customer satisfaction and reducing call wait times. Utilize tools like SWOT analysis to assess internal capabilities and external market conditions.
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Organizing: Structure the team based on roles to optimize workflow. Implement a tiered support system where complex issues are escalated to specialized teams, ensuring that agents can handle standard queries effectively.
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Leading: Foster a supportive environment through training and development programs that enhance staff skills and motivation. Regular team meetings can reinforce goals and provide feedback; implementing a recognition program may boost morale.
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Controlling: Establish performance metrics to measure success, such as average handling time, customer satisfaction scores, and employee turnover rates. Regular reviews should be conducted to ensure performance aligns with established targets.
Step 2
Choose one of the options considered by the executive team and apply three key performance indicators to measure its effectiveness and efficiency.
Answer
One feasible option considered by the executive team could be implementing a quality management strategy, such as Total Quality Management (TQM). To assess its effectiveness and efficiency, the following three key performance indicators (KPIs) can be applied:
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Customer Satisfaction Score (CSAT): This measures customer satisfaction regarding their interactions with the call centre. High CSAT scores indicate effective service delivery and can highlight areas needing improvement.
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First Call Resolution (FCR): This KPI assesses the percentage of customer inquiries resolved on the first interaction. A high FCR rate suggests efficiency in service provision, reducing the need for follow-up calls and increasing customer satisfaction.
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Average Response Time: This metric measures the time taken for agents to respond to customer inquiries. Lower average response times can enhance customer satisfaction by providing timely service, demonstrating operational efficiency.