Assessing Understanding of Contact Centre Operational Concepts

Benefits and Advantages of Contact Centre

To assess students’ understanding of contact centre operational concepts, focusing on strategic advantages, technology, people and processes to build a competitive advantage and an augmented customer experience.

 

This is an individual written assignment which requires you to research on the contact centre operations of a company or organisation you have selected. You are required to address the following areas:

The benefits and strategic advantages of a Contact Centre
The impact of Self-service digital technologies
The sourcing and management of Contact Centre staff
The futureproofing of a Contact Centre

Evidence to support your answers must include photos, pictures, observations, company collaterals, employee and customer interviews or testimonials, and any other information that are relevant to the requirements of the written assignment. Please refer to Annex D for the grading rubrics.

Format of written assignment    

The written assignment should be typed on A4 MS WORD with 1.5-inch margin, double spaced, Arial font size 12. It should be between 1500 to 2,000 words. You should also include a cover page with your name and admin number.

Please use the standard template in Annex A as the cover and content page.

Important to note: Students caught plagiarising will be heavily penalised or given a fail grade. Complete the Plagiarism Declaration Form in Annex B and submit this together with the written assignment. ONLY MS WORD softcopy to be uploaded into SA 2.0.

Use the American Psychological Association (APA 7th Edition) referencing guidelines for the proper referencing of all external sources of information, resources and all other information used in the written assignment. See Annex C for reference citation examples and APA reference website.

You are required to select an organisation and research on its contact centre operations and address the following:

1.Benefits and Advantages of Contact Centre for the company you have selected

Describe THREE (3) characteristics of a well-designed contact centre 
Explain the competitive advantages in having a contact centre for the organization

2.Contact Centre Technologies 

Describe THREE (3) contact centre technologies adopted by the organization
Explain of the impact of these technologies on customers.

3.Staff Sourcing Strategies

Recommend ONE (1) possible sourcing strategy relevant for the company you are researching.

4.  Staff and Coaching
Describe THREE (3) causes of stress in staff and its symptoms. 

Explain the relevant coaching method for each stressful situation.

5.  Future Proofing 
Describe THREE (3) methods of future proofing a contact centre with its inherent benefits.

Illustrate the above with specific examples. Provide evidence using photos, pictures, company collaterals, employee and customer interviews or testimonials, etc. where necessary.  Marks will be deducted for lack of evidence or appropriate reference.