Free Essay

Case the Customer Service Agent

In:

Submitted By sarahashim88
Words 2117
Pages 9
Compensation Management
Assignment one
Case 1: The customer service agent

Case 1: The Customer Service Agent Case
Question one: Does the Day Diary include sufficient information?
The day diary conducted includes sufficient information. The day diary includes a full day for one employee working as a customer service agent. Through the information provided it reveals the different activities conducted throughout the day. These data can help to identify the different tasks, responsibilities and the work environment inside the organization. The data can support to have a whole picture on the organization main objectives, duties and some policies included in the organization. The given information in the case will support collecting information related to both the job as well as to the employee. These two types of information are considered to be the core data needed to conduct a job analysis. Through the day diary the job can be identified, the job content can be clearly available in the text through the tasks conducted through the day. Concerning the employee some characteristics can be revealed from the day diary as well as the internal relationships. Overall the day diary considered to include sufficient information that will allow the formulation of the job analysis and based on the job analysis the job description can be created.
Question two: Identify the specific information that you find useful?
In the case the information provided is considered to very useful . the most useful information are the information related to conducting a job analysis which is the job related information as well as the employee related information. Through the text we can find the following:
The job related information 1. job identification * Job Title : customer service agent * Department name: Customer service * Number of positions: 30 customer service agent

2. Job Content * Tasks conducted in the job : * Handling buckets of email. * Answer phone call. * Search the database. * Reply to customer complains. * Handling customers. * Answer both the buyer and the seller. * Inform the customer and the seller with action performed if any. * Trust and safety work (Investigating fraud). * Answer the customer questions. * Pass information between buyers and seller. * Resolve the occasional dispute. * Personalize each message. * Giving attention to the customer. * Take more time to answer the customer specific questions. * Activities conducted in the job : * Giving the customer correct information such as the example that the customer service agent can request from the seller a date for the shipment and tracking number then send this information to the buyer in case of shipment delayed. Another example getting from the database an answer about the direct deposit linking the customers of half.com transaction with their checking accounts. * Solve customer issues: through solving the customers problems, act as a mediator between buyer and seller. Calming the customer if needed. Resolve the dispute. Act as a crucial link between the customer and the website.

* Performance Criteria: * In the day diary there was no clear explanation of the performance criteria. Based on the text we can interpret that performance conducted by an employee as Mr.rayan fields from 60-100 mails daily. * Concerning phone calls the performance based on the diary is six phone calls daily. * Most messages are answered within 24 hours. * Employees receive quarter bonus beside the wages.

* Critical Incident: * Insure excellence in customer service. Halfway.com try to favor the customer and maximize the customer service to have a competitive advantage over its competitors’. * Fraud investigation. Contact both parties make sure no fraud occur between the buyer and seller. * Refund customers in specific cases either through seller or the company itself in case if the seller conducted a dispute * Conflicting demands: * The customer service agent deals with different parties both are considered customers but totally different parties: the buyer and the seller. For example try to handle the buyer and send to the seller to take an action. After getting respond from the seller forward this respond to the buyer. This is considered to be conflicting demands. * Working conditions: * The physical work conditions can be considered to be very good based on the day diary. The employees have kitchen, cafeteria with lounge. The physical work condition also contains satellite television playing espn, bing bong table and foosball table. This indicates that the work environment is considered to be interested and include different activities to the employees allowing them to have pleasurable time in the organization. * Roles: * The customer agent: should be good negotiator. * Calm provide explanation to customers. * Digging to find solution. * Resolving problems * Dealing with customers
The Employee related information:
Concerning the employee related information there are main three types of the employee related information. The first type is the employee characteristics. The second type is the internal relationship and the external relations. In the day diary the employee related information was not clearly mentioned as well as some the types were not mentioned at all such as the employee characteristics. * Professional/technical knowledge: the professional technical knowledge appear through the answering of the phone calls, through responding to the emails, digging and searching the database to reach an answer. The technical skills can appear in the diary as the computer skills. * Verbal skills: the verbal skills appear in the diary clearly. The customer service agent the way to approach words and sentences. This appeared in the part of paraphrase what the customer saying to make sure understand the customer requirement. Speak clearly. To have sense of empathy to the customers if needed. * Communication skills: The communication skill in the customer service agent job is considered to be very important it appear as the way to give the information to the people clearly and simply. This was clear in the diary by the simple way of answering the customer emails and handling the phone calls. In this job it was clear from the information that it is about transmitting and receiving messages clearly, and being able to read the customer. The text clearly says communication with customer should have a consistent and pleasant tone. * Interpersonal skills this skill is also included in this job. It shows how the employee interacts and works throughout the day by communicating effectively with the customer and colleagues. This appeared in the text mr rayan could communicate effectively with customers as well as with the colleagues. In this job the interpersonal skills included are such as the communication skills, listening skills, verbal communication, negotiation with customers such as the example of Mr.rayan will come back to the supervisor and call the unhappy customer the next day. The other interpersonal skill is the problem solving. * Conceptual skills: this skill included mainly in the employee characteristics to solve the different problems from the customer and act as problem solver for both the buyer and the seller. The second type of the employee related information the internal relationships: * The internal relation appears only in the relationship between the employees with each other. it is clear through the text that there is relationships that appear in the lunch break. Although another information that shows good internal relation when Mr Rayan and his colleagues pick up sledge hammers and knock through a wall at the end of the office. This indicates the energy and excitement available in the workplace. The third type of employee related information the external relationship: * The external relationship didn’t appear clearly in the text. Through the diary the external relation mainly found between the employees and the customers of the website .the relationship in this part with both parties the customer and the buyer, it is mainly a work relationship showing the employee actions toward responding to email messages and phone calls. Question 3: What additional information do u require? How would that information help you?
In the available day diary not all information are included. .the missing information was not a plenty but it can be also considered as important information.
The qualifications: the qualifications of the customer service agent which is considered to be employee related information were not mentioned. This is considered to be very important to be able to identify the job specification. This will help in hiring a new customer service agent with the needed qualifications. By understanding the qualification needed for the job will support focusing on the skills needed in the customer agent service job. The job specification must contain the qualification of the job. The job specification is one of the main contents that are needed in the job description.
Wages and bonuses: the amount of the wage and bonuses were not mentioned at all. This is considered very important in order to conduct a job structure that matches the organization strategy and objectives. The job analysis require to understand the compensation system in the organization to be able to identify the similarities and differences in the work content of jobs and support to establish an internally fair and aligned job structure. * Employee Internal and external relationships: the day diary didn’t include enough information concerning the customer service agent employee internal relationship with the supervisor and direct line managers. The diary only mentioned a hint on the relationship between the team and colleagues with each other. On the other hand the external relationship were not revealed at all only through the action conducted based on the work content we can find that relation mainly with the buyer and seller through phone calls and mail messages based on the work needed. The internal and external relationship is considered to be a type of information needed to have an overall picture on the different relation that the employee can have. This can help in the job analysis to have an overview on different aspect related to the job for example the direct manager the relation-ship with different supervisors and direct manager. The external relationship concerning the community, professional industry and union employee groups were not mentioned at all.
Question 4: What are some of the relational returns of the job?: The customer service agent job includes relational return. In this part will focus on the different relational returns included in the job. * Recognition and status: the recognition and status in this job is found as employees are working in a big organization. That is owned by e-bay which is considered to be the number one auction website. The employer branding is considered to be one factor that support the relational return that the employee receive. * Working condition: the work condition in the organization seem to be convenient to the employees. Apart from the working conditions specific to the job but the organization provide to the employees a cafeteria with lounge,Television, bing bong table and foosball table which reveal that the workplace is considered to be interesting and enjoyable. Although employees in the cafeteria are offered different goods for free. * Challenging work: the job is considered to be challenging as stated in the diaries the questions the customers ask are different. the question sometimes need deep search from the database. The phone calls can be considered as stressful because usually customers who call are unhappy customers. The job has conflict demand that dealing with both buyer and the seller acting as mediator and responding to both parties. Giving the right information and communicating with customers. Investigating a fraud can be very challenging task conducted by the employee. Overall the work is considered to be challenging which is another factor in the relational returns.

Customer service agent Job description
Job title: Customer service agent Job identification: * Job Title: customer service agent * Department name: Customer service * Number of positions: 30 customer service agent
Essential Functions:
Handling the customer and acting as mediator between seller and buyer. Professionally solve customers’ problems, issues and complains. Professionally investigate if any fraud exist and act accordingly based on policies and procedures of the organization.
Job specification: 1. Roles and responsibilities * Handle customer phone calls and messages. * Solve customer problems. * Act as mediator between buyer and seller. * Investigate fraud. * Respond to customer issues. * Maintain consistent. * Positively and effectively communicate with customers. * Pass information between buyers and seller. * Resolve the occasional dispute. * Personalize each message. * Inform buyer and seller with action conducted. * Multi- task by adjusting from one message to another without loss of efficiency as well as from one call to another. * Provide accurate information to the right person at the right time. * Search the database to retrieve information. 2. Qualifications: * Flexible work schedule. * Clear, Professional and positive verbal communication. * Computer skills. * Ability to learn and enhance in needed skills. * Listening skills. * Strong interpersonal skills. * Problem solving. * Time management skill * Excellent written communication skills. * Conceptual and analytical skills. * Independent work independently. * Conduct work fast. * Ability to work under pressure. * Ability to respond to different issues and remain efficient.

Similar Documents

Premium Essay

Customer Service Agent

... [Case ii: The Customer Service Agent] | | Table of Contents Introduction 2 Information collected from Day Diary 2 Additional information required 5 Job Description 7 Conclusion 9 Case 2: Customer Service Agent Introduction Bill Ryan is a customer service agent for an online marketplace owned by EBay, Half .com. It allows for buyers to sell a vast range of products to potential buyers. Al though the concept of Half .com might seem to resemble that of EBay, it is not the same. On Half.com products have fixed prices and buyers and sellers don’t interact directly since, the design of the website is quite self-explanatory with help pages that assist both the buyers and the sellers using the online marketplace. However, sometimes things may go wrong as in any virtual market place due to lack of direct contact between the buyer and seller. This is where the customer service agents play an important role in helping both buyers and sellers trade efficiently and improve their user experience. The day diary provides for some information about a typical day of a customer service agent at Half.com. Although it doesn’t provide for sufficient information to develop a job description, it does highlight some key responsibilities and duties attached to the job. Information collected from the Day diary The day diaries provide for a lot of useful information that can be included in a job description as it outlines the knowledge, skills and abilities that customer service...

Words: 1930 - Pages: 8

Premium Essay

Nabropure

... [pic] More customers, more profit with Nabropure water [pic] Profitability Nabropure offers you a chance to be part of the profit making 97 commission agents. Nabropure is associated with huge monthly commissions and the existing agents do not fund installation fees. Installation and advertisement of Nabropure water is done by the company hence saving you any additional costs. This is because Nabropure concentrates on the empowerment of its agents towards profitability. Apart from selling Nabropure water, you will be allowed to sell bottles and caps. This is additional income because very many customers want branded water bottles and caps. Nabropure Company has distinctive services. It is the only company that ensures that agents are given maximum installation services. Installation includes maintenance and readily available technicians who are qualified to attend to any existing emergencies. Our commissions are among the highest that any agent is paid by vending companies. In order to ensure that agents realize their products, the company has been involved in a buying out process of small vendors who could not maintain their vending machines. Nabropure’s mission has always been to ensure that it has one of the best maintained and serviced machines within the vending business. The company realizes that cleanliness is a major concern in the consumption of water. The company ensures that its agents get more customers through extensive advertisement...

Words: 1438 - Pages: 6

Premium Essay

Operations Management-Call Center Optimization

...major source of information and problem resolution for telecom service users. Call centers also act as the public face of the organization and play an important part in customer retention. As a Vodafone customer in India I have had regular experiences with its call centers which have prompted me to analyze and suggest proposals that could improve the service. Input: The input in this process is the customer requests/issues. Output: The output in this process is the solution provided in response to requests/issues. Journey: Journey starts with a call by the customer to the telecom service provider’s call center which involves interacting with an Interactive Voice Response Unit (IVR) and possibly discussing the request/issue with a an agent. Gap/Opportunity: Despite the advancements made in this sector there are areas which could be improved upon which can lead to a reduction in resolution time and an increase in customer satisfaction. The quality of the service is can be said to depend on three factors: * The length of time a customer has to wait to receive service, * The time it takes an agent to provide the service and * Value and relevance of the service that the customer has received. The proposed changes in this document concentrate on the opportunities for call centers to reduce the time that is needed to provide service to the customer once the customer gets connected to an agent, and specific measures...

Words: 2770 - Pages: 12

Free Essay

Online Files

...Along the Supply Chain and Other EC Support Services 11-1 Online File W11.1 What Services Do Customers Need? Insights on online customer services: ◗ Customer preferences. Customers tend not to do much self-service in terms of getting information from companies (e.g., only 19% use FAQs), so they require attention. As more companies offer online self-service, though, this situation is changing. When contacting companies for information, customers use e-mail more than the telephone (71% versus 51%). ◗ Types of service. Four types of service exist, based on where the customer is in the purchase experience: during shopping (search products, compare, find product attributes); during buying (questions on warranties, billing, receipt, payment); after placing the order (checking status in processing and in shipping); and after receiving the item (checking return procedures, how to use the item). ◗ Problem resolution. Customers expect quick resolutions to problems, and expect problems to be resolved to their satisfaction. Therefore, easy returns and order tracking are desirable. ◗ Shipping options. Several shipping options are usually needed to make customers happy. ◗ Fraud protection. Customers need to make sure that sellers or others are not going to cheat them (Chapters 9 and 14). ◗ Order status and updates. Customers want to have some way to check on the status of their order, which involves tracking either by phone or online. These services are highly desired, including order notification...

Words: 7887 - Pages: 32

Premium Essay

The Customer Service Agent

...Case 2: Customer Service Agent Introduction Bill Ryan is a customer service agent for an online marketplace owned by EBay, Half .com. It allows for buyers to sell a vast range of products to potential buyers. Al though the concept of Half .com might seem to resemble that of EBay, it is not the same. On Half.com products have fixed prices and buyers and sellers don’t interact directly since, the design of the website is quite self-explanatory with help pages that assist both the buyers and the sellers using the online marketplace. However, sometimes things may go wrong as in any virtual market place due to lack of direct contact between the buyer and seller. This is where the customer service agents play an important role in helping both buyers and sellers trade efficiently and improve their user experience. The day diary provides for some information about a typical day of a customer service agent at Half.com. Although it doesn’t provide for sufficient information to develop a job description, it does highlight some key responsibilities and duties attached to the job. Information collected from the Day diary The day diaries provide for a lot of useful information that can be included in a job description as it outlines the knowledge, skills and abilities that customer service agents need to perform tasks efficiently and also, the most important tasks and responsibilities. The following information from the case can be useful when developing a job description: Repetitive...

Words: 297 - Pages: 2

Premium Essay

Customer Support Megatrends and Next Practices

...An eGain White Paper Customer Support Megatrends and Next Practices 2010 Update © 2010 eGain Communications Corporation. All rights reserved. “May you live in interesting times!” The popular Chinese saying invokes both a blessing and a curse—depending on what you make of it. These are interesting times for customer support executives. As the rise of the Internet (and now, mobile Internet) and social networks collide with forces of globalization, support organizations find themselves in the eye of the storm. They are buffeted by powerful winds of change, ranging from the dramatic migration of most phone business to the Web to the high-profile outsourcing of agent positions to low-cost countries. To add to it, CxOs are redefining expectations from their service and support operations as they seek to build competitive advantage through distinctive customer service. This white paper discusses the eight megatrends transforming customer support organizations today. Resistance is futile. Taking a passive stance is like trying to ignore a tsunami. Megatrends are not fads; they won’t go away after a while. The trick is to embrace change and stay ahead of these trends instead of getting swept away. So what are these megatrends?  Megatrend 1: Customer is royalty; her wish must be your command  Megatrend 2: Change is the only constant with mergers, acquisitions, consolidation, outsourcing, and offshoring  Megatrend 3: Your agents need 20 pound megabrains...

Words: 5356 - Pages: 22

Premium Essay

Half.Com

...provided enough information about the whole works of him as a customer service agent at Half.com. There have limited information about the workplace culture, technology, organization policies and goals and details about who to report to whom. 2. Identify the information in the article that you found useful * Grandma Rule In this case, Ryan is required to communicate with simplicity and clarity in according to Grandma Rule. I believe this information is useful for the application of Grandma Rule and for improve the quality of the customer services unit. * Preferring email communication It is interesting to read that Half.com prefers that the customers should submit their inquiries through email rather than by telephone for purposes of saving the time. Furthermore, in email, Ryan stress level may be lowered than those jobs where employee had to face the complaint in person. * How Half.com handle the fraud It is very interesting how the half.com promptly handles the customer complaint and charge the seller for any delay or negligence. The complaint handle process provided default provisions by that customer can recover the refund if the seller doesn’t reply to customer complaints within five days. Therefore, it is helpful for add some procedure in detail job responsibilities how the agent should act in such circumstances. * Time Management The most important thing that I found in the case that half.com has very good time management system for the...

Words: 771 - Pages: 4

Premium Essay

Mobile Banking in Bangladesh

...without bank branch which provides financial services to unbanked communities efficiently and at affordable cost. To provide banking and financial services through mobile technology devices i.e. mobile phone called Mobile Banking. Benefits of Mobile Banking  Real time on-line banking  Available anytime, anywhere throughout the country  It is convenient, affordable and secure  It is much more effective in developing savings habits  It will make access to banking and advanced payment transactions at affordable cost  It is much safer, speedy and safeguard against fraudulent transactions What does DBBL Mobile Banking offer?         Customer Registration Cash-in (cash deposit) Cash-out (cash withdrawal) Foreign Remittance Salary Disbursement Person to Person Transfer (P2P) Mobile Top-up Balance Inquiry Where to register? Customer can register at any authorized agent point of DBBL who can display 'DBBL Agent Certificate' and 'DBBL Mobile Banking Banner'. How to register mobile account?  Customer fills up the KYC Form and submit to agent along with his/her photograph & National ID (NID)  Agent goes to Customer Registration Menu from his/her mobile and insert customer's mobile number  Customer receives an IVR call or USSD Flash menu and in reply, s/he gives a 4-digit PIN number at his/her choice (please remember your PIN)  A Mobile Account is created in DBBL system which is his/her mobile number + one check digit  Customer receives a confirmation SMS which contains...

Words: 1938 - Pages: 8

Free Essay

Application of 7ps in Western Union Money Transfer & Service Creation and Delivery

...500 company, and its logo is ranked among the world’s Top 50 Brands. Vision: To become a dynamic business oriented organization, serving the needs of customers and other stakeholders. Mission: Western union aims to provide the best money transfer service. They serve the needs of customers by providing a simple, fast and reliable international money transfer service. Slogan: The fastest way to send and received money worldwide. Industry: Financial services Founded: 1851 Founder: Ezra Cornell Headquarter: Englewood, Colorado Application of 7ps in Western Union Money Transfer & Service Creation and Delivery 01. Product Product is deep core heart of an organization. Success of an organization depends on the quality of a product. In case of service product is invisible. Service product lies at the heart of a firms marketing strategy. If a product is poorly designed, it would not create meaningful value for customers, even if the rest of 7ps are well executed. So the marketer’s job is to visualize the product in front of the customer. Product can be classified in different ways: * Core product * Supplementary product Core product: Core product or service is the central component that supplies the principle to the customer. Supplementary product: Supplementary service augments the core product. Those services enhance value and...

Words: 2408 - Pages: 10

Premium Essay

Customer Service Indicator (Csi)

...& Customer Services Indicator Can we influence these metrics to our favor? Done by : Tatum Van Staden Nett-promoter score (NPS) and Customer Services Indicators (CSI) what are these two measures that we use in the call center and why are they so important to the businesses decision making process .These were some of the questions that led me to selecting NPS and CSI as my benchmarking topics, I wanted to better understand why we as a call center were measured on these aspects and I wanted a better understanding of how both these components worked and not just to see them as performance measures that had to be met because someone said they were important. Why should call center agents be measured on NPS and CSI (it is after all the customer’s opinion)? How do I know the customer is rating my service and not that of the company as a whole? How do I know that the scores are accurate? Within the Cell C call center the questions I posed above are some of the questions I get asked as a team leader to help my agent better understand what is expected of them and why .I understand that we ask the customers to rate our service so that we can measure how good or bad the services we are rendering to our customers are and also so that the business can learn through our customers where our energies need to be focused and how it is that we as Cell C could improve and grow our business , however it does leave room for the question though that : while we are asking the customer for their...

Words: 2271 - Pages: 10

Premium Essay

Mobile Banking

...day by day. It is quite impossible for any country to develop in industrial and commercial sector without sound banking system in modern economic era. Mobile Banking is one of the significant functions of the bank. It plays a vital role in overall economy of the country. Bank collects information from numerous sources relating to cost and revenue from Customer Management. Globalization of national economies has given a boost to international trade. The seller and the buyer in an international trading transaction must agree for a product or its quality, price etc. enter into a sales contract, spelling out precisely shipping and delivery details, terms of payment, required documentation and other related issues including dispute settlement procedure and legal framework available. The major objectives of my report is to describe the Mobile banking system of our country, measurement the employee behavior and performance, determine the wide range of services, and evaluate the banking performances. To do this report I have collected necessary information from primary and secondary sources, face to face conversation with the customers and respective officers. This report has been prepared to fulfill the requirement for getting BBA degree. As a part of my course, it is mandatory to get involved with an organization for a certain period of time to acquire the...

Words: 8269 - Pages: 34

Premium Essay

Case Anaysis

...Case Analysis Intermediate Accounting A Series of Revenue Recognition Research Cases Using the Codification Case One: Consumer Cleaning Products Corporation (CCPC) Case Two: Landline Corporation Case Three: Assembly Lines Incorporated (ALI) Submitted By Chen Chongxiao Sweta Shah Xiaoyun zhang Case One Requirement 1: The accounting issue in this case is how to account for the coupons which was introduced on Sep. 1 2009 for the new detergent Fresh & Bright Marketing campaign by a detergent manufacturer called Consumer Cleaning Products Corporation (CCPC). The coupon drops served as a sales incentive, which can be further explained by FASB Codification Section 605-50, “Customer Payments and Incentives,” in this case. Requirement 2: According to FASB Codification 605-50-25-3, for a sales incentive offered voluntarily by a vendor and without charge to customers that can be used or that becomes exercisable by a customer as a result of a single exchange transaction, and that will not result in a loss on the sale of a product or service, a vendor shall recognize the cost of such a sales incentive at the later of the following: a. The date at which the related revenue is recognized by the vendor b.  The date at which the sales incentive is offered (which would be the case when the sales incentive offer is made after the vendor has recognized revenue; for example, when a manufacturer issues coupons offering discounts on a product that it already has sold to retailers)...

Words: 3268 - Pages: 14

Premium Essay

Case Analysis

...Series of Revenue Recognition Research Cases Using the Codification Case One: Consumer Cleaning Products Corporation (CCPC) Case Two: Landline Corporation Case Three: Assembly Lines Incorporated (ALI) Submitted By Chen Chongxiao Sweta Shah Xiaoyun zhang Case One Requirement 1: The accounting issue in this case is how to account for the coupons which was introduced on Sep. 1 2009 for the new detergent Fresh & Bright Marketing campaign by a detergent manufacturer called Consumer Cleaning Products Corporation (CCPC). The coupon drops served as a sales incentive, which can be further explained by FASB Codification Section 605-50, “Customer Payments and Incentives,” in this case. Requirement 2: According to FASB Codification 605-50-25-3, for a sales incentive offered voluntarily by a vendor and without charge to customers that can be used or that becomes exercisable by a customer as a result of a single exchange transaction, and that will not result in a loss on the sale of a product or service, a vendor shall recognize the cost of such a sales incentive at the later of the following: a. The date at which the related revenue is recognized by the vendor b.  The date at which the sales incentive is offered (which would be the case when the sales incentive offer is made...

Words: 3266 - Pages: 14

Premium Essay

Abc Analysis

...6 DOING MORE WITH LESS IN CUSTOMER SERVICE: Strategies and Best Practices Kana PAGE 7 HOW TO MAKE EVERY CUSTOMER CONVERSATION INTELLIGENT Oracle PAGE 8 TRANSFORMING SERVICE IN THE AGE OF THE CUSTOMER Verint PAGE 9 THE POWER OF WHY Astute Solutions PAGE 10 ENSURING CONSISTENT, ACCURATE AND TIMELY INFORMATION DELIVERY ACROSS ALL CHANNELS SYKES PAGE 11 INSIGHT TO CUSTOMER LOYALTY Using Customer Support to Observe Customers in Motion Convergys PAGE 12 LISTENING TO CUSTOMERS AND PROFITING FROM THEIR ADVICE Best Practices in VPI Voice Print Int’l PAGE 13 Contact Center FIVE PROVEN WAYS TO PROACTIVELY DELIVER AN EXCEPTIONAL CUSTOMER EXPERIENCE SOLUTIONS Produced by: CRM Media, LLC Autonomy etalk PAGE 14 UNSTRUCTURED AND UNDISCOVERED: Enabling the Intelligent Contact Center to Tap into a Hidden Wealth of Information 2 April 2007 Sponsored Content CRM magazine Best Practices Series: Contact Centers... The Heart (and Eyes and Ears) of CRM Multichannel contact centers are at the heart of one of the most exciting transformations in the way organizations communicate with their customers. It is this collaboration between people, process, and technology that promises to bring the best customer service to users, while enabling a crucial feedback channel to host organizations. We’re all familiar with the reasons why superior customer service is critical to retaining customers, improving satisfaction, and...

Words: 11002 - Pages: 45

Premium Essay

Cup Corporation Case Study

...INTRODUCTION: CASE BACKGROUND & ISSUES CUP Corporation was one of the largest insurance firms based in Europe. It had a worldwide operation and was recently acquired by another major insurance company. The firm had made a series of acquisitions to broaden the types of insurance offerings and expanding the market needs. It sold a various forms of insurance in the health, life, casualty, property and automotive areas. Customer segments of the firm’s services are divided into two groups of agents and brokers as well as end-customers. Over the last couple of years, the growth of premium income in German industry is somewhat instable. The declining growth rates had affected German insurance industry due to some reinforcing trends: 1) Worse economic climate such as increasing economic downsizing, increasing unemployment and fluctuations in real income. 2) Higher taxes and social welfare levies. 3) Increasing competition resulting from the deregulation of the European market. 4) Extensive satisfaction of the demand for insurance in German. CUP Corporation had enjoyed remarkable growth despite economic downturns. However, the increasing competition and increasing client price sensitivity in the private insurance market has led to the shorter contracts and more cancellation of existing contracts among customers that is varied by the intensity of the products. Particularly, CUP Corporation is facing some problems regarding to the customer loyalty as well...

Words: 2989 - Pages: 12