Your Learning Team is the management staff for a
contracted customer-service call center of Desert
Communications Inc., a major wireless telecommunications
organization. Each manager has no more than 10
employees to manage, and he or she oversees the
operational output of his or her team. Each employee
performs a series of functions including providing customer
support, responding to service inquires, and answering
billing questions. Employees are encouraged to offer
additional services to help maximize the profit of Desert
Communications but are not required, per their performance
reviews, to do so.
Because of a change in the communications industry, Desert
Communications’ net profit has declined. Because demand for
communication products has declined, Desert Communications has
begun a strategic movement to reallocate their resources to
capitalize on the added services of the communications industry.
Examples include phone insurance, additional minutes, roadside
service, and so on. To do so, they have asked your team to integrate
strategies that would help generate the profit needed. Aside from
evaluating your employees on customers’ satisfaction ratings, you
must assess your employees based on the percentages of services
they can sell during each service call.