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Pages:
1 page/≈275 words
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2 Sources
Style:
APA
Subject:
Management
Type:
Case Study
Language:
English (U.S.)
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MS Word
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Topic:

BAT’s Tech Support Call Center

Case Study Instructions:

) Introduction: Describe the issues that BAT’s tech support call center is facing. a. What is the value proposition that BAT’s tech support is offering to its customers? b. What are the major problems that Grayson is facing in terms of capacity management, customer satisfaction, and service quality? 4) Conclusion: Discuss about the lessons learned from the BAT case. a. What are the main takeaways from the BAT case?

Case Study Sample Content Preview:

The BAT Case
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1 Introduction
The tech support team at BAT’s call center is experiencing a momentous rise in the volume of calls with lengthy waiting times and high call abandonment rates, causing a strain on the customer service section. BAT’s value proposition is offering free technical support for all its products. To solve the problems highlighted, the consultants proposed a Fast Track program. The program would attract a fee for a promise of a short waiting time to get a technician’s help.
Although this would violate BAT’s customer-free technical support policy, Grayson’s major problem in capacity management is the need to increase the department’s size, maintain the current team with priority given to Fast Track calls, or separate teams into standard and Fast Track sub-teams. Unfortunately, the CFO was against hiring more techs, terming it a “money pit.” Also, the staffing of technicians required training. In addition, customers would still not hav...
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