Reference no: EM132583782

Task 1 - 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.

1. Title of the report [A comparative analysis between Asia Answers and Austel for Australian Hardware]
2. Australian Hardware company's background
2.1. What is it about?
2.2. Mission and vision of the company
2.3. Target markets
2.4. Include reasons why Australia Hardware needs a call center and include general information about its current call center [location/hours of operation/contract length etc].
3. Describe current situation
3.1. Explain about the approach from another call center that is interested in taking up services from Australia Hardware after the current contract ends.
3.2. Explain in a paragraph, the reason for developing this report.
4. Comparisons: Make SLA comparisons between AsiaAnswers and Austel
4.1. Qualitative: [Language/location/employee turnover or agent's tenure/operating hours]
4.2. Quantitative: [Call abandonment Rate/call resolution/ average speed of answering/ lost customer/lost sale]
4.3. Compare the monthly costs, Australia Hardware pays/ will pay to the call center.
5. Summarize the comparisons in tabular form, for easy analysis and interpretation.

6. Recommendations
6.1. Which company should Australia hardware proceed with based on the data presented in the report.
6.2. Back up your recommendation by summarizing and giving final opinions on the comparisons that you have included in the report.
6.3. Outline some benefits that Australia Hardware will have by choosing the call center of your recommendation.

Attachment:- Customer Engagement Information.rar