Appendix B: Case Study MyLink Telecommunications has recently appointed you as Manager of Call Centre Operations. A central part of the fast-growing telecommunications company, the team consists of 16 staff. There are two key roles within the team, sales and customer support, with 11 staff performing the sales role and 5 undertaking customer support. One of your first tasks is to develop performance plans for each of the two key roles so that staff members understand what is expected of them. You decide to analyse the roles. The Job Descriptions state the following outputs are required: Sales Consultant: Engage with new and existing customers to generate sales and/or upgrades of services. Provide a high level of customer service consistent with the company values. . Follow up on sales-related customer enquiries. Work closely with the customer support team to assist in the resolution of customer issues and questions. Encourage customers to complete surveys relating to their customer experience. Customer Support Officer: Provide outstanding service to customers consistent with the company values. Resolve customer questions and issues within the scope of training and role. Escalate customer issues and questions to management as appropriate. . Identify customers wishing to or likely to want to upgrade or purchase additional services. Work closely with members of the sales team to refer customers as appropriate. Encourage customers to complete surveys relating to their customer experience. Once you have analysed the roles you investigate the goals of each of the two roles. During your consultation with the relevant stakeholders you find that your team has been set the following goals: Sales Consultant: . Sign up new customers to home phone, mobile and/or internet plans: 1100 new customers per month. Sell additional products and/ or upgrade 275 existing customers. . Close sales totalling $72,000.00 per month