You are the Call Centre Manager at a very profitable National Electronics Company, called Computers R' Us. The Call Centre team of 10 plays a pivotal role in ensuring that the company accurately records all orders, distributes the goods to the correct address, answering phones- including taking all customer orders and correctly invoice for the goods sold. The call centre receives over 100 calls per day from customers placing orders.

Task 1:

You are to prepare a learning plan for the team described in the case study below. The learning plan must contain:

• explanation of the need for the learning plan
• ideas to encourage individual to self-evaluate performance
• how external feedback on performance on the team members will be collected and compared with the learning needs
• identify the learning goals and objectives
• equipment and resources required
• what workplace learning opportunities, coaching and mentoring assistance will be implemented
• what feedback will be collected from the individuals for improvements to future learning arrangements
• what records will be kept of competency

Task 2:

Part A) You are required to develop a Customer Service Satisfaction Survey for the customers described in the case study. This should be one page in length but definitely no longer than two pages.

Part B) Develop a Training and Development Survey for the Call Centre team to complete. This should be one page in length but definitely no longer than two pages.

Report inhibits

Instructions:

Case Study:

Scenario

Case Study Task

Answer Task

Case Study Task