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*BSBFLM305 Support operational plan*
You Are the manager of the A.C.E. Electrics Call Centre. Recently A.C.E Electronics has produced and released a revolutionary energy saving LCD ultra HD Television. The market demand for this product has exceeded the companys expectations.
As a result the Call Centre has been inundated with both customer service and sales calls, with customers both wanting to buy the TV as well as following up on general customer service queries around the TV. Currently at any time of the day customers are waiting up to an hour for their calls to be answered due to you not having enough staff to take calls.
The CEO and owner of A.C.E. Electrics has asked you lift the Call Centres performance immediately. He has asked you to provide a Business plan on how you intend to do this.
Q.1 Produce a business plan to improve the Call Centres performance, the plan must include the following:
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