Reference no: EM132373726
Assignment Task - Journal Entry
The Journal function in Interact2 must be used. External journal sites are not permitted. If your country geo-blocks Interact2 website or your circumstance prevents you from accessing the Internet (eg. due to a disability or if you are in a correctional centre), please contact your lecturer immediately. If it is an office/organisation firewall preventing access, you must find an alternative Internet access point to complete this task. This assignment is not dependent on the previous assignment. You are required to answer the following questions:
Question 1 - Pick one of the following and using relevant cases, write a short article (about 500 words) on:
1. Motivating Help Desk Staff
2. Staff Training for Help Desk Agents
3. The Future of Help Desk Operations
You may also refer to Chapter 6 (Help Desk Operation) from the textbook and/or literature.
Question 2 - You have been asked to deliver a short presentation (no more than 5 minutes).
Your audience consists of senior management as well as help desk team leaders.
You decide on how many slides you need. Anything after the 5 minute mark will not count.
Prepare the appropriate Powerpoint slides or MP4 and submit it as an attachment to the journal. [If you are submitting very close to the deadline, kindly assure you allow sufficient time for your file to upload as attachment.]
The order desk of Brightside Automotive Supplies (BAS) which supplies a range of automotive spare parts to both dealers and direct customers Australia-wide. The desk is staffed by ten customer support representatives (CSR) and operates 2 shifts of eight-hours each.
CSRs have been known to provide wrong or misleading information to customers and at times, these staff have been known to be rude as well.
Your task, as appointed by senior management is improve this order desk (help desk), maintain and improve level of communication expertise and interaction with customers. You are required to plan this out and prepare a presentation to senior management. Substantiate this presentation with literature (research findings, articles, reports, etc.)
[An example would be a better communication with customers plan. Tell help desk staff why this is important, how they can improve themselves and how/why you intend to train and then measure their achievement. Substantiate it with relevant articles. Explain this need to your senior management so that they will fund your initiatives.]
The following report card may be useful.
Select any three items of your choice (you can use the communication example above as one, if you wish) and present two others.
You do not have to restrict yourself to these items as long as you have literature support.
|
Report Card for BAS
Order Desk Service
as at 1 June 2018
|
Industry Standard Scores
(10 is perfect score)
|
BAS Phone Score
|
|
Handling Customer Communication
|
9.0
|
4.9
|
|
Product Knowledge
|
8.9
|
3.5
|
|
Help Desk Operating Hours
|
7.0
|
8.7
|
|
Call Wait Times
|
6.0
|
6.1
|
|
Product Pricing & Discounts
|
7.8
|
8.9
|
|
Channel Call Distribution
|
8.0
|
8.8
|
Step A - Start your assignment with an entry to the same journal under Q2 with the following note to the marker: I will be presenting via Option x.
[Indicate A, B or C - read details about each option below.]
No other item of writing required in the journal. Do not forget to attach your file.
You cannot provide a link to your file that is on an external source (eg. Dropbox)
Option A: Present through a MP4: Recording using Powerpoint, slides with audio narration.
Final file format: MP4. Only one single file is to be attached to the journal.
Name your file as SURNAME, followed by INITIAL, StudentID and ITC133.mp4 (example - John Doe will name his file as DOEJ11223344ITC133.mp4)
Option B: Live Presentation through Adobe Connect (for Online Students) during Online
Meeting Time (03 Oct 2019 - at a time slot to be issued between 5-6pm Sydney time) Final file format: PPT or PPTX to be attached to journal.
If you are an Online student and are unable to attend an Online Meeting due to personal schedules, please pick Option A.
If you intend seeking an extension for the assignment, this option may not be available to you.
Name your file as SURNAME, followed by INITIAL, StudentID and ITC133.ppt (or pptx) (example - John Doe will name his file as DOEJ11223344ITC133.pptx)
Option C: Live Presentation in class on Friday 05 Oct 2019 at a time slot to be given.
On campus students do not have the choice of Option B but may select Option A.
Study Centre and other CSU campus students are to check with their lecturers on presentation times. Final file format: PPT or PPTX to be attached to journal.
Name your file as SURNAME, followed by INITIAL, StudentID and ITC133.ppt (or pptx) (example - John Doe will name his file as DOEJ11223344ITC133.pptx)
An essay or written report will not be required for this part.
All options have the same presentation time of 5 minutes.
The final slide will contain the Reference List. This need not be read out.
Rationale - This assessment task will assess the following learning outcome/s:
- be able to discuss problems relating to helpdesk operations.
- be able to critically assess the main issues related to support standards and suggest solutions to rectify issues in the customer support area.
Attachment:- Assignment File.rar