Reference no: EM132706898
1. The call centre's business plan and budget. Please include a copy of the business plan and budget with your report and an analysis of both.
2. A report outlining the monitoring methods used for customer contact information.
3. Discuss how you could optimise your customer contact information using a management information system.
4. Discuss the methods used to select and set activity and transaction records and measurements and provide a copy of the testing procedures used in your call centre. Please provide information on the following:
a. Possible contact pathways
b. Measurement methods and MIS used in each step of engagement
c. Configuration and testing procedures used
5. Qualitative and quantitative data collected and a report on comparison of this data against the organisational standards. Please include:
a. Collection methods
b. Monitoring methods
c. Methods of ensuring information is correct and adequate for purpose
6. Outline any trends and patterns in the data and provide a discussion on the relevance of the trends in your call centre.
7. Prepare both short-term and long-term call centre data in a manner that would be acceptable to call centre stakeholders. Discuss the presentation methods you could use to provide this information to stakeholders along with the actual presentation. (presentations may include: PPT slides, reports, hand outs etc...)
8. Discuss the methods you could use to develop, use, analyse and manage information systems to provide reliable and appropriate information and reporting to support the effective operation of a customer contact environment.
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: 1. The call centre's business plan and budget. Please include a copy of the business plan and budget with your report and an analysis of both.
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