Produce a daily report to outline the performance

Assignment Help Case Study

Reference no: EM132596287 , Length: 10 pages

Task - Customer Engagement Information

Using the provided data, produce a daily report to outline the call center's performance for the day.

To do so, define the key performance indicators and benchmarks that you will make comparisons against. Segment and sort the data into useful categories such that it is used to produce meaningful information. In your report, outline your findings, recommendations and processes used to ensure data and information accuracy and integrity. Your report should show that you have:
• monitored and optimised customer contact information using a management information system
• selected and set activity and transaction records and measurements and developed testing procedures
• monitored qualitative and quantitative data against the organisational standards to ensure it is accurate and correctly segmented or sorted
• analysed and interpreted data for trends and patterns
• prepared and presented both short-term and long-term call centre data to stakeholders
• Developed, used, analysed and managed information systems to provide reliable and appropriate information and reporting to support the effective operation of a customer contact environment.
Daily call centre data for AsiaAnswers is given below and for AusTelCC data is included in the case study document.

OVERVIEW OF THE TASK

Australia hardware has outsourced a call center {AsiaAnswers} to handle their customer's enquiries.
They have recently received a tender from local call center {AustelCC}.

You need to make report making the comparative analysis between AsiaAnswers and AustelCCto take into consideration 5 measureable service level agreements [SLA's] that have been offered including both qualitative and quantitative key performance indicators.so that it is easier for Australian Hardware to choose from the two.

From the comparative analysis between AusTelCC and AsiaAnswers, you need to make recommendations for Australian hardware in terms of which call centre to choose from out of the two and why.

Attachment:- Customer Engagement Information.rar

Reference no: EM132596287

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