Eastern Medical Case Essay

2564 Words Oct 16th, 2012 11 Pages
The Business Context
The call centre of the Eastern Medical Faculty Foundation, hereafter referred to as EMFF, provides a competitive advantage to the Internal Medicine Department of the Chicago School of Medicine through the delivery of efficient and high quality service to patients. Treating patients generates revenue the Internal Medicine Department and contributes to investments in research in the highly competitive healthcare sector. Unfortunately, declining customer satisfaction, as evidenced in a growing number of customer complaints, suggests the quality of service is deteriorating and threatens the very competitive advantage of the EMFF.
Problem Description
Laura Jones, supervisor of the call centre, seeks to remedy
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Analysis of Alternatives (Results)
Laura is considering the following four alternatives; increasing service capacity by hiring more CCRs, automating the system without adding capacity, increasing CCR pay and improving agent training, and investing in automating the system and hiring more CCRs.

The benefits of the first alternative, increase service capacity by hiring more CCRs, include fewer abandoned and deflected calls and better scheduling. However the call center is limited to three new CCRs unless it increased the number of telephone lines above the current 12. However, the training, incentives and the right technology are all that can help call center agents provide better service because, at the end of the day, the most sure-fire way to ensure that your customers are getting the best possible service is to put the best possible agents on the phone handling their calls.
So increasing the number of CCRs can be both advantageous as well as disadvantageous:
* Less abandoned calls: The number of abandoned calls will get reduced, if we increase the number of CCRs as there will be more number of CCRs on phone line to attend the customers even at peak time i.e. from 10A.M to 2 P.M. leading to better scheduling. * Less waiting time: The average time to wait for a call will also get reduced, if we hire more CCRs and also because of this, the customer will not

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