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You are the Call Centre Manager at a very profitable National Electronics Company, called Computers R' Us. The Call Centre team of 10 plays a pivotal role in ensuring that the company accurately records all orders, distributes the goods to the correct address, answering phones- including taking all customer orders and correctly invoice for the goods sold. The call centre receives over 100 calls per day from customers placing orders.
Task 1:
You are to prepare a learning plan for the team described in the case study below. The learning plan must contain:
• explanation of the need for the learning plan• ideas to encourage individual to self-evaluate performance• how external feedback on performance on the team members will be collected and compared with the learning needs• identify the learning goals and objectives• equipment and resources required• what workplace learning opportunities, coaching and mentoring assistance will be implemented• what feedback will be collected from the individuals for improvements to future learning arrangements • what records will be kept of competency
Task 2:
Part A) You are required to develop a Customer Service Satisfaction Survey for the customers described in the case study. This should be one page in length but definitely no longer than two pages.
Part B) Develop a Training and Development Survey for the Call Centre team to complete. This should be one page in length but definitely no longer than two pages.
Report inhibits
Instructions:
Case Study:
Scenario
Case Study Task
Answer Task
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