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Virtual

In: Business and Management

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DATATRONICS

Answer 1.

In order to improve customer service at Datatronics Matt will need to present a solid case in which he should consider the following items:

• How many customer service representatives are working in the Datatronics call center?

• What is their current knowledge of the products and what are some of the areas they will need to catch up on?

• How much time does a CSR spend on a single call on average? How many calls end up unresolved with the first call?

• What is the potential for reducing that time through improved education of CSR’s?

• How is the training being conducted on existing reps and new hires currently and how much time exactly is being allocated to that activity?

• Provide a means for customers to provide feedback after calls to acquire their satisfaction score on the overall service experience and allow them to point to areas that need improvement

o Information must be allowed to be fed back to the individual development teams to allow for controls to be put in place for product improvement

• Conduct anonymous CSR survey about working conditions and their own satisfaction levels along with an opportunity to provide ideas for improvement

• What tools do they have at their disposal to serve their customers? How familiar are they with those?

• How long does it take for a call to get through the IVR system and to the CSR on average? Does a customer have the option to bypass the IVR entirely and get to the CSR instantly?

• Are there any monitoring tapes that can be reviewed for weaknesses in the service calls that can be improved upon?

• Do the CSR’s have a means to keep track of calls to be able to pull up details for previous calls?

• Do major customers have assigned direct contacts that handle their accounts exclusively?

Answer 2.

Essentially a lot of the ideas I personally would

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