Bryan's Personality Assessment

17 June 2012 MEMORANDUM To: Edwin Sapp, General Manager From:Jason Brown effect:Changes to improve come up to Center As Robert Andrew beauty parlor & Spa continues to expand into a well-known franchise, study upgrades and changes ar required in rank to handle to hoi polloi of vocals on a daily basis. With the up-to-the-minute number of employees, our natter amount is averaging seventy-five missed inflicts per day. This add up hardly includes those calls that were on hold for up to two minutes or more(prenominal). Since the addition and installation of our new phone system, I was capable to produce a spreadsheet of the number of calls per day in simile to the cartridge clip of day these calls came in. After reviewing the data cargonfully, the clipping of day where our call volume is at its highest is between twelve and two in the afternoon. In conjunction, this is the time of day where our call center is always an employee short due to lunch breaks. To testify you, our call center employees begin lunch breaks at dozen noon and end between two and three in the afternoon depending on how many call center employees are working. As general manager, Maria Hedges, it is critical that you not provided comprehend the problem at hand, but take get to as soon as possible in give to correct this issue.

Even though our call center is receiving and taking 93% of calls on a daily basis, these missed calls convey in possibly seventy-five appointments that could have been scheduled, UNSCHEDULED. While nigh GMs might be satisfied with the 93% of calls taken, a solution to missing the other 7% must(prenominal) be founded in order to increase call center productivity; in addition to s! cheduling assist providers more clients thereof more money. I would like to add that bandage the service providers here at Robert Andrew produce the profits for this company, without worthy help in the call center, service providers will be remaining with open books or few appointments daily. This is a elegant role in the fact that profit is...

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