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Bpo Management System Problem Statement

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Bpo Management System Problem Statement

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  • October 2012
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10/13/12

Problem Statement for BPO(new)

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PROBLEM STATEMENT FOR BPO MANAGEMENT SYSTEM ABC Ltd is an independent garage that sells second hand cars. The increasing local competition has forced ABC Ltd to consider increasing their services and communications in order to increase competitiveness and stimulate growth. They have made plans to sell new cars and to provide a servicing department. In addition, they plan to provide a high degree of after-sales customer service by contacting customers by phone. However, ABC Ltd has acknowledged the existing lack of skills and resources to complete such tasks and would prefer employees to concentrate on their core activity – obtaining and selling cars. Consequently, ABC Ltd has decided to outsource some processes to allow them to concentrate on core activities and to allow the process of “stepping up” to be more effective. Firstly, ABC Ltd has approached a call centre to outsource the process of customer service. By liaising closely and regularly with the outsource...

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