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Call Center Chaos

 
Rej 150x200
Situation
General information of the situation
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Situation
General information of the situation

Situation

The situation is where you start. You learn by dealing with real-life work situations. Provide a short description of the situation for the learners to work on. Along the way, you will impact results.
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Sitches are situations, jams, issues, errors, gaps, troubles, stoppages and many others to fix and solve. They are also opportunities to improve, grow, expand, and introduce better, faster and cheaper ways to get the desired results.
What is your Situation and Question?
Robin is a new manager at the credit union call center. As part of her on-boarding her superiors made it clear that her primary focus needs to be on addressing the declining member satisfaction ratings and the lost of members due to slow and inaccurate responses from call center representatives.
What's the biggest challenge?
The biggest challenge for Robin to overcome is being new to the company and the call center. She has not had time to establish strong relationships and she knows very little about the department's history.
What's the objective?
The objective is to identify where the poor performance is coming from/what's causing it, and implement a new system that will improve outcomes.
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Rej 150x200
Ray Jimenez, PhD    
February 10, 2020