Part A - Case Study (PC4.1, PC4.2, PC4.3, PC4.4) In this assessment, you are the Call Centre Manager for the Sunshine Call centre based in the Gold Coast. Sunshine Call Centre is an inbound call centre which means call centre representatives answer calls that come to them, and there are no sales activities happening at the moment. Revenue for the call centre is generated by service agreements that the call centre has with different customers. At the moment, Sunshine call centre has 3 service agreements with Medibank, Telstra and Bendigo bank. As the manager of a call centre, it is your responsibility to manage, guide and lead a team of 6 call centre representatives. 2 representatives serve each client. Here is a detailed description of the call centre staff. Call Centre Representative Client Aaron Kite Medibank William Jake Kate Rogers Telstra Stefanie Mills Krishna Dixit Bendigo Bank Andrusha Sviatopolkovich Each team member has to ensure that each call should not take more than 5 minutes. After every call, customers are given the opportunities to rate the service. The following is the data for the second quarter of the year 2020-2021. Call Centre Representative Total calls answered Average time Average Customer (per day) per call Rating over 5 Aaron Kite 96 4.75 mins 4. William Jake 79 5.25 mins Kate Rogers 110 3.00 mins Stefanie Mills 93 4.65 mins 4.7 Krishna Dixit 99 4.9 mins 4.8 Andrusha Sviatopolkovich 125 2.5 mins Some of the comments that you received as a part of the customer survey have been summarised below Aaron Kite Customer 1: Helped me very well and answered all my questions patiently, thank you. Customer 2: Very pleasant and bubbly, was a pleasure speaking to Aaron William Jake Customer 1: Answered all questions but took some time, kept me on hold several times Customer 2: Seemed very confused, but eventually I got what I wanted Kate Rogers Customer 1: Excellent, very well helped and guided me Customer 2: Thanks Kate for the help you provided Stefanie Mills Customer 1: Wonderful job, very well guided me and didn't take that long Customer 2: Amazing, very quick, pleasant and so helpful Krishna Dixit Customer 1: Amazing service, very helpful Customer 2: Helped me with all my queries quickly and was very pleasant Andrusha Sviatopolkovich Customer 1: Was very rude Customer 2: Didn't answer the query properly, was in a hurry