Outline the specific information that Matt should collect to build a case for im

Question

Outline the specific information that Matt should collect to build a case for improving customer service at Datatronics.

References:Smith, H. A., and J. D. McKeen. “Customer Service at Datatronics.” #1-L08-1-001, Queen’s School of Business, September 2008. Reproduced by permission of Queen’s University, School of Business, Kingston, Ontario.

The above paper is the one you need to write on ... please know plagarism and please explain the answers in detail don't write it in bullet points. word limit - 350 to 400

Explanation / Answer

Matt has the task of improving the customer service center within the tight limitations set by Joel and business.Information that matt should collect to build a case for improving customer service at Datatronics is very crucial to increase the satisfaction levels of the customers ,The information must include -Metrics from before: number of calls,call turnaround,cost per call,Feedback from customers ,their satisfaction levels,Feedback from CSRs(sources of information),Feedback from developers-whether they think the functionalities they implement are actually used.

SO to build a case ,Matt should collect informations such as How many customer service representative are working in datatronics call center at a particular time ?what is their current knowledge ostatus about the products and what are their shortcomings which may have adverse effects in future?How much time does a CSR spend on a single call on an average working day ?How many calls are unresolved after the very first call from the customer side?
It is also important to keep the Log of unhappy customers,complaints perform data mining,what are majority of complaints about ? and how can they be resolved ?
What solutions and softwares do they have at the disposal to deal with the problem ? Also , how many customers provided extreme ratings and feedbacks ,and what is the average rating/feedback that they are getting. ?

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