Andrea, a newcomer at Corporation B, was tasked to identify in what part of the processing...

  

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Andrea, a newcomer at Corporation B, was tasked to identify in what part of the processing of complaints of customers via phone will there be potential problems. Andrea is working for Corporation B which is part of the BPO industry. Newcomer as she is, she do not have any idea how the processing of complaints via phone works. Help Andrea find the potential problems by FIRST making her understand the process (given below) through the use of one of the seven tools for quality control. Processes (not in order): • Agent thanks the customer for calling • Agent answers the call Agent forwards the call to appropriate department Agent asks the customer of the complaints Andrea, a newcomer at Corporation B, was tasked to identify in what part of the processing of complaints of customers via phone will there be potential problems. Andrea is working for Corporation B which is part of the BPO industry. Newcomer as she is, she do not have any idea how the processing of complaints via phone works. Help Andrea find the potential problems by FIRST making her understand the process (given below) through the use of one of the seven tools for quality control. Processes (not in order): • Agent thanks the customer for calling • Agent answers the call Agent forwards the call to appropriate department Agent asks the customer of the complaints

Answer rating: 100% (QA)

It is required to provide a detailed understanding of customer complaints processing for a new employee at a BPO firm using any one of the seven quality control method with the details given SOLUTION ... View the full answer