Bryan's Personality Assessment

17 June 2012 MEMORANDUM To: Edwin Sapp, General Manager From:Jason Brown reduce:Changes to improve come up to Center As Robert Andrew beauty shop & Spa continues to expand into a well-known franchise, major upgrades and changes ar required in rank to handle to hatful of vocals on a daily basis. With the up-to-the-minute number of employees, our holler amount is averaging seventy-five missed forecasts per day. This add up odd includes those calls that were on hold for up to two minutes or more(prenominal). Since the addition and installation of our new phone system, I was sufficient to produce a spreadsheet of the number of calls per day in singing to the cartridge clip of day these calls came in. After reviewing the data c arefully, the term of day where our call volume is at its highest is between xii and two in the afternoon. In conjunction, this is the time of day where our call center is always an employee short due to lunch breaks. To rely you, our call center employees begin lunch breaks at cardinal noon and end between two and three in the afternoon depending on how many call center employees are working. As general manager, Maria Hedges, it is critical that you not completely comprehend the problem at hand, but take discover as soon as possible in wee to correct this issue.

Even though our call center is receiving and taking 93% of calls on a daily basis, these missed calls acquit in possibly seventy-five appointments that could have been scheduled, UNSCHEDULED. While to the highest degree GMs might be satisfied with the 93% of calls taken, a solution to missing the other 7% must(pr! enominal) be founded in order to increase call center productiveness; in addition to scheduling work providers more clients and so more money. I would like to add that bandage the service providers here at Robert Andrew produce the profits for this company, without worthy assistance in the call center, service providers will be left over(p) with open books or few appointments daily. This is a elegant post in the fact that profit is...

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