Call Center Case Study

The following documents analyze the case of a fictitious internet catalog company. Happy Products and More (HP&M) offers high quality gifts, apparel, and home accessories. Their goal for the coming year is to increase net profit to $2 million. They are also looking to increase customer service scores by ten percent and improve staff retention, development, and recognition.

Working as part of a four-person team, Quick & Young, Inc. (Q&Y), we started our project by conducting a gap analysis, which includes a full training needs assessment and performance analysis. Based on that information, we then recommended training solutions and developed a project charter, course design document, and facilitator guide.

Needs Assessment

This documents outlines the information needed to determine whether training or other remediation measures are needed to help HP&M meet it goals. Several strategies to obtain this information are identified, such as interviews, observations, surveys, and records review. To keep the project on track, the document also lists roadblocks and dependencies that could impact the progress of the project and potential mitigation strategies.

Performance Analysis Report

This document reports the findings of the needs assessment and identifies the current state of HP&M and an ideal future state that would allow them to meet their goals. Based on this data, several training and non-training solutions are recommended as well as plan to evaluate the effectiveness of the proposed solutions.

Course Design Document

One of the proposed training solutions recommended to HP&M is an instructor-led customer services skills training. The course will help call center staff build the skills and knowledge needed to improve customer service soft skills and answer questions quickly and efficiently. Improved performance in these areas will result in fewer customer service complaints and increase job satisfaction for call center staff, which will ultimately help HP&M achieve its goal of increased sales revenues. The following course design document outlines the objectives, instructional strategies, assessments, and course outline.

Facilitator Guide

The following document guides the instructor in all aspects of leading the customer service skills training. It provides information about the audience, training environment, guidelines for time management, and a detailed script with visuals.