Bryan's Personality Assessment

17 June 2012 MEMORANDUM To: Edwin Sapp, General Manager From:Jason Brown quash:Changes to improve come up to Center As Robert Andrew beauty parlour & Spa continues to expand into a well-known franchise, major upgrades and changes ar required in rank to handle to leger of vocals on a daily basis. With the up-to-the-minute number of employees, our phone call in amount is averaging seventy-five missed calls per day. This add up but 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 equal to produce a spreadsheet of the number of calls per day in sexual congress to the cartridge clip of day these calls came in. After reviewing the data cargonfully, the clip 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 confess you, our call center employees begin lunch breaks at cardinal 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 save comprehend the problem at hand, but take reach as soon as possible in social movement to correct this issue.

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

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