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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 effective operations management strategy for the proposed call centre, we can follow the POLC framework, which consists of Planning, Organizing, Leading, and Controlling.
Planning: In the planning phase, we will define the objectives of the call centre. This includes setting goals for customer satisfaction, average handling time, and overall efficiency. We will also prioritize hiring a skilled workforce, as well as implementing robust training programs.
Organizing: The organizing phase will involve structuring the call centre operations. This means setting up teams based on different functions such as inbound customer service, technical support, and sales. We'll also ensure that appropriate technologies, like a CRM system, are in place to streamline operations.
Leading: In this phase, it is essential to create a motivating environment. Effective leadership will involve training and development, showing appreciation for hard work, and setting a positive culture. Implementing regular team meetings will help keep lines of communication open.
Controlling: The controlling aspect will monitor performance through various metrics and feedback. Adjustments will be made as needed based on data collected from customer interactions and internal operations.
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
Let’s choose the option of implementing a Customer Relationship Management (CRM) system.
Key Performance Indicator 1: Customer Satisfaction Score (CSAT) This indicator measures how satisfied customers are with their service. A higher CSAT score indicates that the call centre is effectively meeting customer needs. Regular surveys post-interaction can provide this data.
Key Performance Indicator 2: Average Handling Time (AHT) AHT indicates the average duration taken to resolve customer calls. It is crucial for assessing efficiency. A lower AHT without sacrificing service quality indicates a more productive team.
Key Performance Indicator 3: Net Promoter Score (NPS) This measures the likelihood of customers recommending the service. A high NPS score suggests that customers are pleased with their service and are likely to return. Monitoring NPS can help the centre focus on building long-term customer relationships.