Current operations of Foodpanda's Singapore Contact Centre:

there are various areas of their current operations that Foodpanda's Singapore Contact Centre need to improve on their contact centre in terms of environment, technology, cultures and operations in order to be an employee-centre contact centre.Their workstation's environment is dangerous, unconducive, and unpresentable due to the types of furniture they use, the arrangements and layouts of the furniture and materials.Within the workstation of Foodpanda's Singapore contact centre operations, there are white pipes ceiling lights where can be usually found or seems in a factory or warehouse which seems dusty, dirty, insecure, unpresentable, and inappropriate at all for a contact centre setting. Futhermore, the tables and partitions that they use come with sharp edges which may risk their contact centre agent's safety whereby employees may accidently hit, nodded,

or scratched while working. However, the layout of the table partitions does not provide sufficient privacy to the contact centre agents and they also will be disrupted by the physical noise of the contact centre. The tables and chairs are all surrounded together in the centre of the contact centre which can be cramped, cluttered and dangerous during work which there is a possibility of nodding or hitting to each other accidently and agents

will be facing difficulties to escape as soon as possible with just one emergency exit during emergency period, for example; fire evacuation. Apparently, there are only narrows walkways when the seats are occupied. the receptions and guests and/or visitors waiting areas is also not well maintained and unfurnished. One of the sockets of the ceiling came out and there are objects placing near surface of the ceiling and walls near the exit. Such conditions could endanger the safety of any employees, clients, guests, or visitors who enters or exits. If such unpleasant incident or accident occurs, Foodpanda's Singapore is liable for the consequences of any tragedy related to this unfurnished area. The current contact centre operations of Foodpanda's Singapore will also affect their contact centre agent's overall health and well-being. In fact, Foodpanda's corporate image will be impacted negatively when there are clients, guests, and visitors when they saw the current operations and environment of Foodpanda's Singapore. The present and former employees of Foodpanda's Singapore reviewed their work dissatisfaction in terms of lacking of work-life balance, career and personal growth, organisational cultures, communication, management and supervisory controls, training and development, employees' privacy as well as performance recognitions within Foodpanda's Singapore and areas that Foodpanda's Singapore are lacking in and needed to be improved in order to be better employee-centric workplace. Based on the reviewed by their management and employees, Foodpanda's Singapore have high turnover of employees. The factors reviewed by the employees are likely to be the factors of the high turnover or attrition rate.Besides the contact centre environment of Foodpanda's Singapore, the operations and cultures of Foodpanda's Singapore also is another major issue that impacted their employees and customers as well as the Foodpanda's reputation. The general public is offer two alternatives to contact Foodpanda's Singapore by email or live chat. Unlike, merchants could contact Foodpanda's Singapore through two Foodpanda's Singapore corporate phone numbers.Customers who encountered issues regarding their orders had experienced unpleasant service by the live chat agents or technical issues when they contacted Foodpanda's Singapore numerous times through both email and live chat within Foodpanda's website and mobile application. The contact centre agents of Foodpanda's Singapore did not address the customers' issues appropriately by making assumptions without finding out and understand customers' concerns as well as they avoid customers' queries and leave the live chat. Customers also mentioned that they received automated responses or scripts instead of responses

from live chat agents when customers require assistance regarding their orders. Several customers also mentioned they have been told by the live chat agents that they will contact them again. Apparently, it is an empty promise whereby several customers of Foodpanda's Singapore experienced.

Solve all the below questions based on the current operations of Foodpanda's Singapore Contact Centre.

(a) Describe with examples the overall operations of the Foodpanda's Singapore redesigned contact centre based on the current operations of Foodpanda's Singapore Contact Centre.

(b) Explain comprehensively clearly 6 rationales that influenced the recommendations.

(c) Elaborate comprehensively in details, give 6 recommendations relate to using of technologies with explanation to transform the existing contact centre into an employee-centric contact centre.

(d) Explain comprehensively how your recommendations relate to using of technologies able to reduce the attrition rate of Foodpanda's Singapore contact centre employees, reduce stress for employees and improve productivity.

(e) Elaborate on the feasibility of your recommendation.

(f) Conclude by explain comprehensively how you will implement your recommendation.