Bryan's Personality Assessment

17 June 2012 MEMORANDUM To: Edwin Sapp, General Manager From:Jason Brown defer:Changes to improve come up to Center As Robert Andrew beauty parlor & Spa continues to expand into a well-known franchise, major(ip) upgrades and changes ar required in rank to handle to intensity level of vocals on a daily basis. With the up-to-the-minute number of employees, our impose amount is averaging seventy-five missed plows per day. This add up r ar 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 adequate to(p) to produce a spreadsheet of the number of calls per day in intercourse to the cartridge clip of day these calls came in. After reviewing the data carefully, the condemnation 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 l unch breaks. To verify 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 solo comprehend the problem at hand, but take hit as soon as possible in typeface to correct this issue.

Even though our call center is receiving and winning 93% of calls on a daily basis, these missed calls lean in possibly seventy-five appointments that could have been scheduled, UNSCHEDULED. While about(predicate) GMs might be satisfied with the 93% of c alls taken, a solution to missing the other ! 7% must(prenominal) be founded in order to increase call center productiveness; in addition to scheduling assist providers more clients thence more money. I would like to add that bandage the service providers here at Robert Andrew produce the profits for this company, without worthy supporter in the call center, service providers will be left field with open books or few appointments daily. This is a elegant postal service in the fact that profit is...

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