Overview
You are a lead Customer Service representative at a call center owned and operated by Wellworth Insurance, and you have just been selected as Spotlight Employee of the Month! As such, you will write a brief internally facing article to be featured in the company newsletter that highlights your role and the Customer Service department.
Directions
Being chosen as Spotlight Employee of the Month provides a chance for you to explain to other departments exactly what your department does. Your article should be comprised of two sections:
Responsibilities of a Customer Service representative
Provide a broad overview of the functions of the Customer Service department and responsibilities of a Customer Service representative. Remember that at Wellworth Insurance, the Customer Service department is the front line for all customer questions and concerns.
Explain the significance of the Customer Service department within the greater organization.
Overview of Key Customer Service Metrics
Explain the importance of each of the following three metrics that Wellworth tracks, and what each one measures:
average speed to answer (also referred to as “average answer time”).
average first-call resolution rate.
customer satisfaction.
Explain how Wellworth Insurance could improve performance under each of the three metrics to enhance overall customer service.
Note: Since your article should be brief, be sure to discuss only the metrics listed above.
Read this article, which provides an overview of the responsibilities of a Customer Service representative.
http://smallbusiness.chron.com/duties-responsibilities-customer-service-representative-759.html
Read this article, which explains customers’ wants and needs.
http://web.archive.org/web/20140804115521/http://www.saylor.org/site/wp-content/uploads/2013/03/CUST105-1.3-FINAL.pdf
Read this article, which explains the importance of Customer Service (apart from revenue).
http://smallbusiness.chron.com/customer-service-important-organization-2050.html
Review this presentation, which explains a variety of major call-center performance metrics and what they indicate. For this Project, you will need to pay close attention to the telephone benchmark of average answer time, and the service benchmarks of average first-call resolution rate and customer satisfaction.
https://web.archive.org/web/20160215104044/https://www.ifc.org/wps/wcm/connect/75ce96004cf85d4f8752c7f81ee631cc/Tool+9.4.+Measuring+Call+Center+Performance.pdf?MOD=AJPERES
http://smallbusiness.chron.com/customer-service-important-organization-2050.html
Include an APA reference page
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