Reference no: EM132858601 , Length: 2 pages

Case Study

Company Overview

ABC Corporation is an electronic device company selling cellular phones and tablets. It is a global company with both sales and service departments. The technology industry is highly competitive, so ABC Corporation focuses on after-sales service levels in order to ensure it has repeat customers. It has eight call centers worldwide and each call center handles a multitude of customer issues. There is an extremely high expectation that the call centers resolve customer issues in a timely fashion and to the customer's satisfaction. The call center managers are focused on ensuring their center is the best and that their center handles the most calls, has the highest-rated customer evaluations, and wins the most recognition for performance. Customer service is at the heart of the ABC Corporation's mission.

This short paper will help you synthesize information from the readings for this module and inform your thinking when you work on Section IX of the final project.

Assignment

In the transcripts provided for the final project case study, many legal risks occur through the actions of the characters. Based on the readings for this module, what laws are applicable in this situation and how are they applicable? Support your response with specific examples. Additionally, who should be accountable for the potential legal failures in this scenario? How can the supervisor and call center manager create a culture of accountability?

Your paper should include these critical elements:

- Identification of applicable laws with supporting examples
- Identification of accountable audience (individuals/parties)
- Recommendation of strategies the call center can use to create cultural accountability

Attachment:- Project Case Study.rar