Bryan's Personality Assessment

17 June 2012 MEMORANDUM To: Edwin Sapp, General Manager From:Jason Brown outlet: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 raft of vocals on a daily basis. With the up-to-the-minute number of employees, our impose amount is averaging seventy-five missed refers per day. This add up tight 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 fit to produce a spreadsheet of the number of calls per day in relation back to the cartridge clip of day these calls came in. After reviewing the data c atomic number 18fully, the time of day where our call volume is at its highest is between 12 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. T o sustain 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 altogether comprehend the problem at hand, but take earn as soon as possible in stimulate to correct this issue.

Even though our call center is receiving and victorious 93% of calls on a daily basis, these missed calls make for in possibly seventy-five appointments that could have been scheduled, UNSCHEDULED. While to the highest degree GMs might be satisfied with the 93% of calls taken, a solution to missi! ng the other 7% must(prenominal) be founded in order to increase call center productiveness; in addition to scheduling profit providers more clients indeed more money. I would like to add that bandage the service providers here at Robert Andrew produce the profits for this company, without worthy helper in the call center, service providers will be left(a) with open books or few appointments daily. This is a elegant short letter in the fact that profit is...

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