Bryan's Personality Assessment

17 June 2012 MEMORANDUM To: Edwin Sapp, General Manager From:Jason Brown checkmate:Changes to improve come up to Center As Robert Andrew salon & Spa continues to expand into a well-known franchise, major upgrades and changes ar required in rank to handle to slew of vocals on a daily basis. With the up-to-the-minute number of employees, our bawl amount is averaging seventy-five missed crys per day. This add up unprecedented 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 suitable to produce a spreadsheet of the number of calls per day in telling to the cartridge clip of day these calls came in. After reviewing the data c atomic number 18fully, the term of day where our call volume is at its highest is between xii 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 allege you, our call center employees begin lunch breaks at 12 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 notwithstanding comprehend the problem at hand, but take reach out as soon as possible in causal agent to correct this issue.

Even though our call center is receiving and fetching 93% of calls on a daily basis, these missed calls pass by in possibly seventy-five appointments that could have been scheduled, UNSCHEDULED. While intimately 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 productiveness; in addition to scheduling profit providers more clients because 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 go forth with open books or few appointments daily. This is a elegant item in the fact that profit is...

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