Instructions

Read the case and then answer the questions that follow.

Case

Peoples Choice BPO CEO, Mr. Winston Carrington read in the papers about the poor customer service from his company.

He quickly called a staff meeting and asked the Client Relations Manager, Miss. Winsome Golding to gather feedback from other clients about the problems they were having based on reports.

He also wanted to hear from members in the meeting about the ways they could improve customer relations with internal and external customers.

The lead supervisor defended the new telephone operator in another location She is new at London Street (the largest of the five BPO), she is not familiar with everyone in the company.

The day for her orientation was postponed, she has been making some errors, especially in the afternoon when the call volume is high. She is the third operator in her department in one year. The best operator was Miss.Jones, but she was unhappy about her lunch hours.

The Marketing and Sales Manager Mr. John Tobias blamed the Client Relations Manager for the delayed reaction to issues that were brought to her attention. You are the Human Resource manager and we have not seen any training and development done recently to help boost customer relations.

Miss Golding shouted, thats not fair, you know my budget was cut. We are getting very little help from your department, everyone thinks we are responsible, Mr. Tobias continued, while my sales team at all locations gets frustrated from not having the proper resources or the right equipment to work with, this is rough for us who bring in the cash, the team is running out of excuses to give the customers.

The customer service officer keeps getting letters of complaints and is afraid to share them with the CEO. The last time she did he told her that she was being paid to handle such situations.

Discussion Questions

1. Identify the issues affecting Peoples Choice BPO

2. How can the management of Client Relations help the company to overcome these issues?