Belmont Atlantic (BA) is one of the main players in the Canadian Telecommunication market, and it has more than 1 million customers. Louise McDonald is one of the customers of B.A., and she had issues with her BlackBerry Classic phone email from Saturday. In order to solve her email issue, she called B.A. When she reached her first call to B.A.’s agent, Tyler couldn’t solve her issue because it is beyond his knowledge and requires a level 2 technician. Furthermore, level 2 technician will be available on Monday, so she has to wait till Monday in order to receive a phone call for solving her issue. There is no other option, so she accepted it. On Monday, she expected call from B.A.’s technician, but no one called her. Finally, she decided …show more content…
to 9 p.m., and Weekends, 9 a.m. - 6 p.m. For technical support or repair calls, because they are normally urgent issues, so the hours of operation should be 24/7. In this case, Louise’ call was seeking the technical support, so B.A.’s contact center should have the BlackBerry Specialist Group to solve her problem 24/7. We also set up the target service level for the BlackBerry Specialist Group as 70-30, meaning this group is going to answer 70% of the calls from the BlackBerry users within 30 seconds. In addition, the reasonable target for nowadays call center is 70 - 80% answered within 20-30 seconds, so the setup is reasonable. 2. Background As mentioned in the case, B.A. is one of the main players in the Canadian Telecommunication market. B.A. has over 1 million total customers and offer services like home phone, internet and wireless services. To better serve customers and to avoid future unhappy cases happened to Louise, the target B.A. Company’s customer strategy should be, first, always take our customers as the first place; second, insure the service level as 60/80, third, solve customers’ problem with one call; and the last one is well-trained customer service representatives and provide quick and professional service to the customers. The B.A.’s company’s vision is to provide the best and professional service to customers and to be the first largest provider
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