Formative Assessment 4 US 10313

Formative Assessment 4 US 10313

Discuss the following regarding an inbound call centre for a retail store where information about products, branches, services and complaints are given:

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Question 1 of 3

1. Question
What are the relevant service levels that are required?
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Question 2 of 3

2. Question
What is the purpose of the different service levels?
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Question 3 of 3

3. Question
List and describe the requirements of the service levels in terms of the following:
- management
- information systems
- information on systems and wall-boards (remember that retail stores have special offers on a regular basis)
- shift changes
- abandoned rates
- Average Speed to Answer
- Turn Around Time
- This response will be reviewed and graded after submission.
Grading can be reviewed and adjusted.

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