Three managers from a large $$retail$$ bank $($the type of bank that you use$)$ were discussing the processes

that they managed. They were managers of a call centre that dealt with customer enquiries, a manager

running a voucher processing centre that scanned cheques, and a manager who dealt with $$high net

worth$($rich$)$ clients. This is what they said.

Call centre manager $$My biggest issue is the inbound calls screen. That tells me the number of calls

being handled by the operators and the number queueing. Monday morning just after $9$ am the screen is

going crazy, that$$s when we are at our busiest. Sometimes during the night shift it$$s a real surprise when

the phone rings. The next biggest issue is staff turnover as it takes usually four weeks to recruit and a

similar time to train someone as we look to handle $15$ basic banking enquiries from our customers and

people need a fair amount of background knowledge.$$

Voucher processing manager $$It$$s really about keeping the cheque$-$encoding machines rolling.

Cheques come to us by courier from branches in a wide geographical area and we process them through

four large machines. They start arriving around lunchtime and carry on until around $7$ pm$.$ Monday is

our busiest day as shopkeepers deposit their weekend takings. Sometimes running up to Christmas it can

be manic, and we really struggle to get the work out before cut$-$off time. If a machine breaks down on

the Monday before Christmas, we are in real difficulties.$$

High net worth banking manager $$I guess flexibility is the key word. We have relatively few

customers, but they are extremely wealthy and demanding. We never know what the next phone call

will bring but we have to be able to deal with it because if we can$$t we know someone else will.

Sometimes it is a small query, but the customer will ask for their regular point of contact, sometimes it

is a really big issue and one of our account executives will have to get over to the customer$$s workplace

or often their home straightaway. It is the personal touch that really matters.$$

Question:

What do you think are the different skills and different approaches that will be needed to manage these

three processes? answer in $2$ooo words