Quality Wireless (A): Call Center Performance

Quality Wireless has received customer complaints about long hold times at its call center. To address these problems, put it in place certain process changes to its call center. After a month, the company will now decide whether the improvement has taken place.

Quality Wireless has received customer complaints about long hold times at its call center. To address these problems, put it in place certain process changes to its call center. After a month, the company will now decide whether the improvement has taken place.
«Hide

from
Sunil Chopra
Source: Kellogg School of Management
6 pages.
Release date: 01 April, 2006. Prod #: KEL153-PDF-ENG
Quality Wireless (A): call center performance HBR case solution