You Have Been Hired to Manage a Call Centre for a Local

question 61

Essay

You have been hired to manage a call centre for a local organization. You notice a pattern of activity that is of concern to you: Customers wait on line before being served for an average of 15 minutes. This is an issue as it impacts the quality of service and is costing you potential sales. Apply in detail the needs analysis process introduced in the textbook.

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Definitions:

High-Level

Pertaining to activities, processes, or concepts that are complex, abstract, or involve advanced or detailed understanding.

Professional Jobs

Occupations that require specialized knowledge and often advanced education, including roles in healthcare, law, education, and engineering.

Apathy And Depression

A combination of conditions where an individual experiences a lack of interest or motivation (apathy) alongside persistent sadness or loss of pleasure (depression).

Surfing The Internet

The activity of exploring the World Wide Web by moving from one webpage to another, usually in search of information or entertainment.