Case Study: Staffing a call center

Topics: Employment, Wage, Microsoft Excel Pages: 42 (2384 words) Published: October 2, 2014
Case
study:
Staffing
a
call
center
California
Children's
Hospital
has
been
receiving
numerous
customer
complaints
because
of
its
confusing,
decentralized
appointment
and
registration
process.
When
customers
want
to
make
appointments
or
register
child
patients,
they
must
contact
the
clinic
or
department
they
plan
to
visit.
Several
problems
exist
with
this
current
strategy.
Parents
do
not
always
know
the
most
appropriate
clinic
or
department
they
must
visit
to
address
their
children's
ailments.
They
therefore
spend
a
significant
amount
of
time
on
the
phone
being
transferred
from
clinic
to
clinic
until
they
reach
the
most
appropriate
clinic
for
their
needs.
The
hospital
also
does
not
publish
the
phone
numbers
of
all
clinics
and
departments,
and
parents
must
therefore
invest
a
large
amount
of
time
in
detective
work
to
track
down
the
correct
phone
number.
Finally,
the
various
clinics
and
departments
do
not
communicate
with
each
other.
For
example,
when
a
doctor
schedules
a
referral
with
a
colleague
located
in
another
department
or
clinic,
that
department
or
clinic
almost
never
receives
word
of
the
referral.
The
parent
must
contact
the
correct
department
or
clinic
and
provide
the
needed
referral
information.
In
efforts
to
reengineer
and
improve
its
appointment
and
registration
process,
the
children's
hospital
has
decided
to
centralize
the
process
by
establishing
one
call
center
devoted
exclusively
to
appointments
and
registration.
The
hospital
is
currently
in
the
middle
of
the
planning
stages
for
the
call
center.
Lenny
Davis,
the
hospital
manager,
plans
to
operate
the
call
center
from
7
AM
to
9
PM
during
the
weekdays.
Several
months
ago,
the
hospital
hired
an
ambitious
management-­‐consulting
firm,
Creative
Chaos
Consultants,
to
forecast
the
number
of
calls
the
call
center
would
receive
each
hour
of
the
day.
Since
all
appointment
and
registration-­‐
related
calls
would
be
received
by
the
call
center,
the
consultants
decided
that
they
could
forecast
the
calls
at
the
call
center
by
totaling
the
number
of
appointment
and
registration-­‐related
calls
received
by
all
clinics
and
departments.
The
team
members
visited
all
the
clinics
and
departments,
where
they
diligently
recorded
every
call
relating
to
appointments
and
registration.
They
then
totaled
these
calls
and
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