Rate operators at a call center, who respond to queries from customers who call in about the company’s product, on each of the five dimensions of customer contact in Table 3.3. Use a seven-point scale, where 1 = very low and 7 = very high.

For example, the operators newer are physically present with the customer, and so they would get a score of 1 for physical presence. Explain your ratings, and then calculate a combined score for the overall customer contact. Did you use equal weights in calculating the combined score? Why or why not? Where is your process positioned on the customer-contact matrix? Is it properly aligned? Why or whynot?

  • CreatedNovember 07, 2013
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