1. Does Tim’s conclusion make sense to you, i.e. do you agree with it? What specific information could Perfection Call Center provide moving forward that would demonstrate to new clients that Perfection was meeting expectations?

2. Tim also discovered that Perfection Call center had an outdated call center system. He decided to request a major update from the Board of Directors. The issue is that Tim was brought in to raise revenues through new clients, not to increase expenses with new systems. Develop an argument for Tim that highlights the benefits of upgrading the call system. Explain how it can drive customer satisfaction, which potentially drives new business.

3. Besides providing the usual customer problem resolution services, Tim believes there are other services that his call center could provide that would enhance his clients’ revenue streams; thus, through its contract enable Perfection to trigger bonuses based on those increased revenues. What type of additional services could Perfection provide that addresses this point? Explain how those services would potentially enhance Perfection’s clients’ revenue, thus their own.