1. What are the service management characteristics of the CSR job? 2. Define the

Question

1. What are the service management characteristics of the CSR job?

2. Define the mission statement and strategy of the Help Desk. Why is the Help Desk important? Who are its customers?

3. How would you handle the customer affected by the inaccurate stock price in the bank’s trust account system? Would you take a passive or proactive approach? Justify your answer.

4. Using the data on call volume in the accompanying table, how would you forecast short-term demand?

BankUSA: Forecasting Help Desk Demand by Day Case Study "Hello, is this the Investment Management Help Desk?"managers, accountants, and trust account administra said a tired voice on the other end of the telephone line at tors. These internal customers originate over 98 percent 7:42 a.m. "Yes, how can I help you?" said Thomas Bourof the volume of Help Desk inquiries. Over 50 different bon, customer service representative (CSR). "I've got ainternal processes and organizational units call the Help problem. My best customer, with assets of over $10 Desk. Some external customers such as large estate and in our bank, received his monthly trust account statement.trust administrators are tied directly to their accounts via He says we computed the market value of one of his stocksthe Internet and occasionally call the Help Desk directly inaccurately by using the wrong share price, which makes his statement $42,000 too low. I assured him we wouldi fiduciary operations, employing 14 full-time cus- research the problem and get back to him by the end oftomer service representatives (CSRs), three CSR support the day. Also, do you realize that I waited over four minutes employees, and three managers, for a total of 20 people before you answered my call?" said the trust administrator,The three CSR support employees work full-time on re- Chris Miami. "Mr. Miami, give me the customer's accountsearch in support of the CSRs answering the telephone number and the stock in question, and I'll get back to you within the hour. Let's solve the customer's problem first. I and the pressure to reduce unit cost is ongoing. Forecast apologize for the long wait," said Bourbon in a positive andaccuracy is a key input to better staffing decisions that reassuring voice The Help Desk is the primary customer contact unit The Help Desk handles about 2,000 calls a week, minimize costs and maximize service. The accompanying c able shows the number of calls per day (Call Volume) The Help Desk supports fiduciary operations tivities worldwide by answering questions from company The senior manager of the Help Desk, Dot employees, such as portfolio managers, stock traders,Gifford, established a team to try to evaluate short-ternm forecasting. The "Help Desk Staffing Team" consists of backroom company process managers, branch bank

Explanation / Answer

1. The Service Management Characteristics of the CSR job are as follows:

2. Help Desk as the name goes stands as the front point of communication for the clients and customers. They would not be able to contact all the employees directly, it turn all the clients will be landing up at a single point of contact who would then get their things done by co-ordinating with the employees and the management.

The mission statement of the Help Desk can be phrased as follows:

To meet and exceed customer expectations by serving them on-time wth the right technical assistance.

Help Desk is very important in today's scenario due to the size of the industry and organization. Most of the organizations are multi-nationals or corporates where in it would be difficult for the organization to manage their actitivities single handedly. Hence they would want a department which can receive all the requests from clients, schedule them, prioritize them and react on them accordingly.

The customers of Help Desk would be the clients of the company.

3. When a person is affected by inaccurate stock price in the bank's trust account system, the customer service person will have to take a proactive step so that the occurance of these incidents are limited. The instances of having an inaccurate stock price will lead to wrong calculations thereby leading to dissatisfied customers.

So in order to retain the customers, it is important to take a pro-active approach to avoid future occurances and with the present customer, the issue will have to be sorted at the earliest.

4. From the data presented in the table, the short-term demand seems to be high. The call volume has increased in the recent days thus causing an increase in the short term demand for the customer service representatives.

Related Questions

Navigate

• Browse (All)
• Browse 1
• Subjects

---

---

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.