For NDS, quality customer service is a top priority. When a small business contacts the call centre for a service request, it is important that customer service meets or exceeds the request. That said, mistakes do happen, and technology is not perfect all the time. With NDS' expansion into Western Canada, it will require that the company they select for outsourcing be able maintain service quality with minimal 'dropped calls' which constitutes as a service failure. A dropped call, whether a result of technology or human error is the biggest call quality issue and very costly to the business. This type of service failure will result in customer dissatisfaction and added cost to NDS. In order to assess the three (3) companies in consideration, NDS management has requested each company being considered to provide an estimate of this type of service failure (dropped calls) percentage based on an average of 800,000 contacts per year. NDS estimates that a service failure (dropped call) will cost the company $7.25 per failed contact. Figure 2 summarizes the data that was provided from each company. Question 2 (8 points) Saved NDS estimates that a service failure (dropped call) will cost the company $7.25 per failed contact. Figure 1 summarizes the data that was provided from each company. A) Using Figure 1, calculate the estimated annual service failure costs for each of the companies being considered. You MUST show all of your calculations. ( 6 marks) B) After you have completed your calculatins, please use Figure 2 Scoring Scheme (from 1 to 5 ) and Score the three (3) companies on their Service Quality. Provide a B) After you have completed your calculations, please use Figure 2 Scoring Scheme (from 1 to 5) and Score the three (3) companies on their Service Quality. Provide a brief explanation for your scoring choices. (2 marks) Figure 1: Annual Service Failure Percentage from Companies being considered. Based on 800,000 contacts/year. Figure 2: Scoring Scheme 5=excellent4=good3=average2=fair1=poor A) Using Figure 1, calculate the estimated annual service failure costs for each of the companies being considered. You MUST show all of your calculations. (6 marks) A) Using Figure 1, calculate the estimated annual service failure costs for each of the companies being considered. You MUST show all of your calculations. (6 marks) B) After you have completed your calculations, please use Figure 2 Scoring Scheme (from 1 to 5 ) and Score the three (3) companies on their Service Quality. Provide a brief explanation for your scoring choices. (2 marks) B) After you have completed your calculations, please use Figure 2 Scoring Scheme (from 1 to 5) and Score the three (3) companies on their Service Quality. Provide a brief explanation for your scoring choices. (2 marks) Figure 2: Scoring Scheme 5=excellent4=good3=average2=fair1=poor