Never Copy Paste. Write Uniquely . I need those following topics based on this c

Question

Never Copy Paste. Write Uniquely. I need those following topics based on this case (Must be 500 Words or more)

Bangalore Training Services (BTS)

BTS was an entrepreneurial start-up developed by Deepa Anand and Monisha Patel, two recent MBA graduates from the United States who had served internships in the summer with a U.S. call center that was considering setting up operations in India but was unsure how to find suitable employees. Their plan was to offer training to Indian men and women in call center activities such as sales, service, and troubleshooting for electronic goods of all sorts, and then to match those employees to the needs of foreign firms looking to set up call centers. The training consisted of a dozen sessions covering culture, speaking fluency, electronic awareness, buying and service behaviors, and other such basic matters that all call centers required.

Questions

Discuss how the following topics from this chapter might be of relevance to Deepa and Monisha in setting up their new firm:

1. Capacity planning

2. Learning curve

3. Bottlenecks

4. Psychology of waiting

5. Scheduling

6. Service map/blueprint

Explanation / Answer

As deepa and monisha set up their New Call center ( start up). there are many opportunities as well as challenges which they need to face while operate in India with regards the training modules and development of indian employees.

There are many factors which Deepa and Monisha come across with, such as :

1). Capacity Planning: The manpower is most important resources in enterprise there are various functions for which they need to appointed . The organisation at initial stage should not be huge . it atleast appoint the minimum resources of 60-70 employees who carries the function of Sales, vocal and non vocal , accounts, services, Information technology expertise, data analytics experts etc.

2). Learning curve: it is the rate at which the employees skills are increasing steadily. They need to be motivated and need to know the US culture, their language, their soft and communication skills( accent) , way of influencing the customer to purchase the extra product , sales activities, product information , frontline job etc.

3). Bottlenecks: since there is a difference in India time and US time zone. So employees are recruited for Night Shifts which most of the employees resist to join. Secondly, employees working conditions, their amenities and safety. Last is Language barrier, which is the main bottle neck. For which employees are supposed to undergo various test and rounds.

4). Psychology of waiting: Nowadays, no customer want to wait in a queue . they want their query to be solved at the fast pace. So monisha and deepa need to consider the customer priority by shuffle the activities with well behaved manner without much delay.

5) Scheduling: Sheduling the organisation activities in such a manner that the call center is available 24 hours. At day and night timing, one need to recruit staff for day and night shifts as per the timings of thew U.S time Horizon.

6). Service Map/ Blueprint: it is the service design process in which shows the different relationship between various services components such as people, physical, technology . It has the multiple departments which are interlinked from each other. It shows various parameters such as Time, Evidence, Customer journey9 visiting the site, search the product, selection, payment), Frontstage (welcome), backstage( Accounting, inventory management, data entry) etc.

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