Allstate Case Study Interview Question for their Leadership Development Program -2017, 2018 A large company has a call center to support its employees' requests for assistance on technology, Human Resources, legal and safety issues. Call center staff are assigned to calls based on their area of knowledge. Callers usually have received knowledgeable responses. Recently, the company began struggling to manage its call center costs and capacity due to change and decrease in demand. Caller satisfaction has varied depending on the nature of the call, but has been declining overall. The company wants you to help them understand their options for increasing call center cost efficiency and satisfaction. You have been asked to provide a presentation at a kick off meeting with call center leaders, to introduce them to your approach to this engagement. Please demonstrate your approach to this effort and include the following in your response. Your understanding of the company's problem Your hypothesis of the root cause(s) A description of how you would structure your work Any supporting information or resources you might need Any assumptions you might make