Operations & Service Management - a Study of Medi-Call Call Centres

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EXECUTIVE SUMMARY

This report was commissioned to examine the number of calls to the Medi – Call Personal Alarms Systems LTD call centre and how the management implement certain capacity strategies in order to distribute call times whether it be an emergency, technical or a reassurance call from the customer. This is viewed over a twelve-hour shift and highlights the problems where the call centre is over capacity or under capacity.

The case study looks at the problems with the current operations and service management within Medi–Call call centres. Within this report the main problems will be identified, for example – the amount of time that could be saved from each call from the customer (for more the more important emergency calls), the reasons why there are high staff turnover rates and reducing the stress on staff by implementing more suited capacity management strategies to the functionality of the call centre. Also, recommendations on how Medi-Call can improve their efficiency and service to their customer through implementing a new capacity management strategy. For example introducing automated telephone calls for technical and reassurance calls and services which will reduce over all call times keeping staff out of the coping zone and reducing stress to the staff; this will in turn improve the overall service of Medi-Call.

CONTENTS

Page Numbers

Executive Summary……………………………………………………………………………………………………...2

1.Introduction……………………………………………………………………………………………………..4
2.
2.1Situation Appraisal ……………………………………………………………………………………………5 2.2Strengths and Weaknesses……..…………………………………………………………………………6

3.
3.1Solutions……………………………………………………………………………………………………………7

4.
4.1 Conclusions and Recommendations……………………………………………………………………8

Reference List……………………………………………………………………………………………………………….…9

List of Appendices

Appendix One: Plagiarism Checklist Form……………………………………………………….……………….10

Appendix Two:Report Feedback Form………………………………………………………………………….….11

Appendix three: Medi-Call’s Typical Morning – Table……………………………………………….……….12

Appendix Four: Medi-Call’s Typical Morning Call Time – Graph……………………………....…….13

1.Introduction

Medi-Call is an alarm systems company which provides the elderly and infirmed with personal home alarms that come in the form of a small transmitter/ receiver which can be worn around the neck or on the wrist, like a watch. The button on the transmitter sends a signal to the customers phone and the call centre can be contacted immediately to provide assistance; in many cases this is an emergency, for example where the customer may have slipped and hurt themselves and need immediate assistance. Emergency services, family and neighbours can be contacted from the call centre to provide a quick response to the person needing help.

This report will outline the key issues and problems with the current capacity and resource management such as the staff and the number of minutes each individual call takes; this will also take into account what times they are working over capacity and under capacity. The strengths and weaknesses of the current strategy management are implementing will also be looked at as well as the change from a Level Capacity Strategy to a mix between a Chase Demand Strategy and a Demand Management Strategy in order for their operations to run more smoothly; giving the customer the best service possible. This will look at the best practice and implementation of these strategies for Medi-Call and provide several recommendations to the organisation.

Situation Appraisal
2.1

Currently within Medi-Call there are a number of issues in terms of their capacity management. The main issue that they have currently within the call centre is that between the hours of 5am to 10am they are running over capacity (see appendix 3 -...
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