Justification Report
Justification Report
Improving Customer Service
Kim Marie Lee
ENG 315 – Professional Communications
Dr. Ephraim Okoro
January 19, 2015
Dr. Ephramim Okoro
Professor of English
Strayer University
4710 Auth Pl
Camp Spring MD 20708
February 27, 2015
Kim Marie Lee
13001 Old Stage Coach Road
Laurel, MD 20708
Dear Dr. Okora,
I am pleased to present the report you authorized January 19, 2015 regarding the feasibility of potential options of improving customer service in our call center.
An analysis of two options, Outsourcing vs streamlining, or creating a loss prevention team to deal with internal issues, although both alternatives offered great options
Thank you for allowing me the opportunity to research potential options. I appreciate your consideration of my recommendation. Should you have any questions regarding this report, please do not hesitate to contact me at 412-758-9331.
Sincerely,
Kim Marie Lee
Table of Contents
Executive Summary 4
Problem Statement 5
Report Overview 7
Alternative A – Eliminate outsourcing creating a Loss Prevention Team: 8
Outsourcing cost more money in fixing problems. Outsourcing effects our economy as a whole. As a company we need to hire full and part-time employees. This is a way for us to be accountable for quality assurance and first call resolution. 8
Alternative B – Change the call screening process to be more effective: 8
The benefits of streamlining calls are to provide overall good customer satisfaction. Utilizing recorded calls will allow you to find out the most common issues the customers have. You can use the streamlining of the calls to a specific department to handle particular questions. The company can benefit from streamlining by using it for training purposes, as well as better service the customers. 8
Criteria 9
Research Methods 10
References 15
Executive Summary
This report examines the feasibility of two potential choices to improve customer service. Methods of analysis include
Improving Customer Service
Kim Marie Lee
ENG 315 – Professional Communications
Dr. Ephraim Okoro
January 19, 2015
Dr. Ephramim Okoro
Professor of English
Strayer University
4710 Auth Pl
Camp Spring MD 20708
February 27, 2015
Kim Marie Lee
13001 Old Stage Coach Road
Laurel, MD 20708
Dear Dr. Okora,
I am pleased to present the report you authorized January 19, 2015 regarding the feasibility of potential options of improving customer service in our call center.
An analysis of two options, Outsourcing vs streamlining, or creating a loss prevention team to deal with internal issues, although both alternatives offered great options
Thank you for allowing me the opportunity to research potential options. I appreciate your consideration of my recommendation. Should you have any questions regarding this report, please do not hesitate to contact me at 412-758-9331.
Sincerely,
Kim Marie Lee
Table of Contents
Executive Summary 4
Problem Statement 5
Report Overview 7
Alternative A – Eliminate outsourcing creating a Loss Prevention Team: 8
Outsourcing cost more money in fixing problems. Outsourcing effects our economy as a whole. As a company we need to hire full and part-time employees. This is a way for us to be accountable for quality assurance and first call resolution. 8
Alternative B – Change the call screening process to be more effective: 8
The benefits of streamlining calls are to provide overall good customer satisfaction. Utilizing recorded calls will allow you to find out the most common issues the customers have. You can use the streamlining of the calls to a specific department to handle particular questions. The company can benefit from streamlining by using it for training purposes, as well as better service the customers. 8
Criteria 9
Research Methods 10
References 15
Executive Summary
This report examines the feasibility of two potential choices to improve customer service. Methods of analysis include
References: abcnews.go.com. (2012, June 25). Obama Hamers Romney on Outsourcing Vs. Offshoring. Retrieved from www.abcnews.go.com: www.abcnews.go.comabcnewsblogspolitics Brodkin, J. (May, 19 2014). Survey says: Comcast, Time Warner Cable customers are still. Retrieved from ArsTechnica: www.arstechnica.com/.../comcast-time-warner-cable Buggey, T. ( Nov2012, ). ‘I love my American job’. International Journal of the Legal Profession, Vol. 19 Issue 2/3, p379-404, 26p, 9 Charts. Dale Traxel. (2012, August). Outsourcing-v-Hiring-In-house-Pros-and-Cons. Retrieved from Outsourcing-v-Hiring-In-house-Pros-and-Cons: http://www.practicalecommerce.com/articles/3705-Outsourcing-v-Hiring-In-house-Pros-and-Cons Millinium. (n.d.). Retrieved from Offshoring-vs-Outsourcing: http://www.mrise.com/content/offshoring-vs-outsourcing Morran, C. (2014, December 30). Comcast, Time Warner Cable Still Bringing Up Rear In ... Retrieved from consumerist.com: www.consumerist.com strickland, r. (2014, November 7). wedotechnologies. Retrieved from Worldwideusergroup: http://www.wedotechnologies.com/en/worldwideusergroup. Retrieved 7 November 2014. The 5 Best Cable TV Providers of 2015 - Reviews.com. (January, 2015 4). Retrieved from Reviews.com: www.reviews.com