At&T Call Center Design Issue

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SUBMITTED TO: - PROF. DR SADIA SAMAR ALI
SUBMITTED By: - Group No.5
Neha Malik 124
Davindar Pal Singh 125
Atul Singh 178
Kaptan 179
Raj Kumar 158

OPERATION MANAGEMENT ON
SUCCESSFUL OR APPLICATION CASES

SUBMITTED TO: - PROF. DR SADIA SAMAR ALI
SUBMITTED By: - Group No.5
Neha Malik 124
Davindar Pal Singh 125
Atul Singh 178
Kaptan 179
Raj Kumar 158

OPERATION MANAGEMENT ON
SUCCESSFUL OR APPLICATION CASES

INTRODUCTION
The AT&T Corp., formerly known as the American Telephone and Telegraph Corporation, is as old as the telephone itself. The history of AT&T is in large measure the history of the telephone in the United States. AT&T's roots stretch back to 1875, with founder Alexander Graham Bell's invention of the telephone. During the 19th century, AT&T became the parent company of the Bell System, the American telephone monopoly. The Bell System provided what was by all accounts the best telephone service in the world. The system broke up into eight companies in 1984 by agreement between AT&T and the U.S. Department of Justice. From 1984 until 1996 AT&T was an integrated telecommunications services and equipment company, succeeding in a newly competitive environment. Today, AT&T is a global networking leader, focused on delivering IP-based solutions to enterprise and government customers. Additionally, as AT&T pivots away from traditional consumer services, the company continues to offer consumers and small businesses a breakthrough alternative to traditional services – Voice over IP. On the basis of revenues, AT&T is the largest communications company in the United States and the world. AT&T’s solid reputation is founded on over 120 years of excellence. Offering a wide range of networking services and customized solutions, AT&T caters to the needs of multinational customers in 850 major cities in 60 countries across the globe. Customer Support In India By AT&T

AT&T’s customers in India are supported by AT&T’s Worldwide Customer Services Centers in Hong Kong and Singapore. The Centers are manned by industry-leading networking professionals, of which over 60% are Cisco-certified (CCNA, CCNP, CCIE) and providing customer support in many languages. Both centers achieved a high level of customer satisfaction in 2006. Furthermore, AT&T’s Business Direct portal provides a secure, convenient and reliable way for customers to access their accounts and manage their services online – anytime, anywhere.

Market Growth
* In June 29, 2011 AT&T was become one of the largest telecommunication service providers in the world with the market capital of $185 billion. * AT&T is a profitable company with a gross margin of 53.17% and net profit margin of 16.20%. * The minimum growth of AT&T is 2.5% and maximum growth is 11% per annum. The average growth rate is calculated as 5% per annum for last 5 years. * The 5-year annualized return of 7.15% is much better than the market average of 3%. The year-to-date return is 9.49%. The company has a Beta value of 0.66 with a 14-day average true range of 0.4.

* Maintaining effective and efficient lines of communication with over 77 million wireless voice and data customers is no easy task. AT&T Mobility continues to find new ways to improve the performance of its agents in conjunction AT&T uses a combination of internally managed contact centers and external partners.

2008
$10.6
2008
$10.6
2009
$14.1
2009
$14.1
2011
$22.0
2011
$22.0
2010
$18.2
2010
$18.2

Problem In Call Centre Design
In January-February (...
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