A business operations center provides three core service functions to both inter

Question

A business operations center provides three core service functions to both internal and external clients. The three core service functions are inbound calls/customer service, account verification and outbound products. There have been some potential issues in terms of overall system reliability. You have been tasked to take a look at this to ensure the reliability factors are indeed accurate. You have measured over the quarter, all three-core service functions and noted the following reliabilities of .80, .70 and .96 respectively. So, what is the overall reliability of this system, as described? Now, could you improve the overall reliability by adding in a subroutine to this process, let’s say adding a subroutine at the account verification process point? How much more would this improve the overall reliability, if at all? Utilize the numbers already provided. What are some potential solutions overall to improve the numbers in either case? Please show all work (simply cut and paste your work into the response area) and discuss in depth, your solutions and potential outcomes.

Explanation / Answer

So, what is the overall reliability of this system, as described?

Now, could you improve the overall reliability by adding in a subroutine to this process, let’s say adding a subroutine at the account verification process point? How much more would this improve the overall reliability, if at all?Utilise the numbers already provided. What are some potential solutions overall to improve the numbers in either case? Please show all work (simply cut and paste your work into the response area) and discuss in depth, your solutions and potential outcomes

Answer :

By adding a sub routine to the account verification process the reliability like a two step verification process. could help improve the reliability of the account verification process. The account verification process can be sped up and the made more secure by adding a two step authentication. For Eg Customers could be asked to provide the last four of their social security number as well as their mother maiden if the number that they're calling from or being called at is their registered mobile phone number. By doing so the account verification process's reliability could be increased to around 0.85 or (85%).

The other place where there is room for improvement is inbound calls and customer service. Customer service reps can be trained to wrap up calls more efficiently while maintaining a certain degree of quality on their calls. Inbound calls reliability can be improved by shortening the average handle time of a call, also known as AHT.

AHT or Average Handle time. This provides upper and lower limits for quality. Having a lower AHT will allow customer service agents to service agents to handle more phone calls from customers in a shorter span of time. However having an extremely short AHT will result in a scenario where quality and customer experience are being hampered in order to meet productivity metrics.

Using a shorter AHT, will increase service levels or the reliability to .87 or (87%)

With the improvements to AHT and account verification process the over all reliability would be

Business Process Reliability Inbound Calls / Customer Service 0.8 Account Verification 0.7 Outbound Process 0.96 Overall Reliability (Average) 0.82

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