Part B

The following table represents a summary of information from 4 staff members of the Donations team that processes inbound calls to take donations for a charity client. This information was provided by the Human Resources manager about each individual staff members of the team:

Tracy King has received a number of complaints over the last 6 months. The complaints stem around the fact that she is not able to give the customers detailed information about the charity and how the donations assist the organisation. Customers have complained directly to the charity and they are concerned that this lack of knowledge is damaging to secure regular donating customers. She is keen to take on some responsibility within the team so she can feel like she is pulling her weight. She is often very eager to socialise with her fellow colleagues rather than undertake her work tasks

Sarah Hall is well respected amongst the team. She meets her KPI's each week. She is often the team member who deals with any issues when the Call Centre Manager is not available. She wants to take on more challenges and more responsibilities within the team, and has indicated that she would like to develop her people management skills and learn how to run the KPI reports.

James Schneider is struggling with his work tasks. Often late for work, he is not meeting the weekly KPI's. He often starts a task and then gets distracted and forgets to complete the original task. He never answers an inbound call within 3 rings. He finds it hard to communicate with the other team members as he is quite shy

Cherie Woodridge is the newest member of the Donations Team. She has only been employed for 6 months. She has injured herself 3 times in the workplace over the last 3 months. She is a perfectionist who at the present time does not fully understand the processes that she must implement with each inbound call. Constant mistakes on the database have made her frustrated as she knows she is letting the team down.

You are to investigate these incidents and report the resolution to each incident to management. The resolution should include the improvements made in line with the organisations policies and procedures.

Student Assessment Case Study Assessment Task 2 Case Study: As part of this assessment you are required to access the simulated business of Bayside Call Centre. This business is a fictitious company and for the purpose of this assessment can assume your Trainer is the CEO to clarify any company information. You are the Call Centre Manager who is responsible for leading the Call Centre Representatives that are employed to process all inbound calls. You are responsible for managing all Call Centre Representatives. As identified in the 'Business Overview' document. The call centre has 2 clients and therefore the call centre staff are divided into two teams: Donation Team Search Engine Team There has been a set of goals recently developed and that are in place for each of the call centre teams and all staff are aware of their respective team goals. The team goals for the Donation Team are as follows: Providing outstanding customer service Answering each inbound call within 3 rings Providing the customer with information regarding the charity if requested Entering the customers' details into the required fields of the database St Peter Inslitule..... RTO No 22218 CRICOS No: 031670 Academia of knowledge and wisdom Processing the customers' donation quickly Securing regular and scheduled ongoing customer donations Representi the charity in a professional and ethical manner seconds The team goals for the Search Engine Team are as follows: Providing outstanding customer service Answering each inbound call within 3 rings Identifying reason why the customer has called Connecting the customer to the phone number of the business or person they requested within 30 Representing the search engine client in a professional and ethical manner Retaining customers You also received a set of written goals that has been developed to allow you to prioritise your duties effectively. Your goals as the Call Centre Manager are as follows: Ensure that the Call Centre Representatives are able to work in a hazard free environment Improve productivity (information provided to customers more effectively and in a smaller time period so that more inbound calls can be attended to) Ensure that the clients are represented in a professional and ethical manner Ensure the data integrity in the Bayside Call Centre Information Systems (database) Average a total of less than 5% Customer Complaints for all inbound calls processed You can access all required information to assist in completing the Case Study Tasks in the Bayside Call Centre Organisational Portfolio. Relevant documents may include: Business Overview Documented policies and procedures that are currently in place within the business. Position Descriptions BSBLDR602 Student Assessment V1.0 June 2021 Page 6 of 9 Student Assessment Part A Your manager has asked you to provide a report on the following information and send this to management by the end of the week: St Peter Inslitule.... RTO No: 22218 CRICOS No: 031670 Academia of knowledge and wisdom 2. 1. Confirm the goals/objectives that have been set out the Call Centre across the different teams. What are the values and standards set out in accordance with the company's standards and values? 3. Provide a plan which outlines how the goals/objectives, values and standards will be met. The plan should include the individuals and groups who the tasks and responsibilities will be allocated to. 4. The teams KPI's (Key Performance Indicators). Outline the team KPI's and individual KPI's. 5. How the plan will be communicated to management and teams. Part B The following table represents a summary of information from 4 staff members of the Donations team that processes inbound calls to take donations for a charity client. This information was provided by the Human Resources manager about each individual staff members of the team: Tracy King has received a number of complaints over the last 6 months. The complaints stem around the fact that she is not able to give the customers detailed information about the charity and how the donations assist the organisation. Customers have complained directly to the charity and they are concerned that this lack of knowledge is damaging to secure regular donating customers. She is keen to take on some responsibility within the team so she can feel like she is pulling her weight. She is often very eager to socialise with her fellow colleagues rather than undertake her work tasks Sarah Hall is well respected amongst the team. She meets her KPI's each week. She is often the team member who deals with any issues when the Call Centre Manager is not available. She wants to take on more challenges and more responsibilities within the team, and has indicated that she would like to develop her people management skills and learn how to run the KPI reports. James Schneider is struggling with his work tasks. Often late for work, he is not meeting the weekly KPI's. He often starts a task and then gets distracted and forgets to complete the original task. He never answers an inbound call within 3 rings. He finds it hard to communicate with the other team members as he is quite shy Cherie Woodridge is the newest member of the Donations Team. She has only been employed for 6 months. She has injured herself 3 times in the workplace over the last 3 months. She is a perfectionist who at the present time does not fully understand the processes that she must implement with each inbound call. Constant mistakes on the database have made her frustrated as she knows she is letting the team down. You are to investigate these incidents and report the resolution to each incident to management. The resolution should include the improvements made in line with the organisations policies and procedures. Part C Your manager has asked you to research new systems that can be used in the Call Centre that will enhance the speed of the service the call centre representatives can provide to customers. Explain the system and how it can be integrated with the current system used in the call centre. BSBLDR602 Student Assessment V1.0 June 2021 Page 7 of 9