Call Centres in Uk

Introduction

Call centres have fast become one of the most important channels for organizations and their customers to interact. There are around 4,000 call centres in the UK today, employing over 400,000 people. The direct sell insurance industry is increasingly using call centres to access and service its market. The C-Direct -Insurance Company has its call centre in Newcastle, England. The company itself is just 6 years old and specialises in selling automobile insurance policies direct to customers.

Mr Small, the Operations Manager, is responsible for all operations in the Call Centre. The Call Centre employs 105 people in three shifts over a core day between the hours of 0800 and 2000. Car insurance is compulsory in the UK, so customers are price sensitive and tend to shop around to compare the company's offer with those of competitors. Only about 17% of CD's offers are converted into policies. The operations management strategies of scheduling, capacity and quality management were reactive rather than proactive; For example, poor forecasting of demand resulted in excess manpower being underutilized. Staffs were inflexible and showed little sympathy or understanding to frustrated and angry customers. The interfaces with support functions such as Marketing or Information Systems Department tended to be confrontational rather than supportive. Fortunately, in the early days, competition was not very tough and Mr Small had no special performance targets or formal control mechanisms - he was literally his own boss.

Questions

1. Prepare the Project Definition Report for implementation of the policy change. This report should cover: vision; purpose (including a stakeholder analysis); objectives; scope; strategy; project phases; and project organization.

2. What are the risks for the project and how should they be managed?

Visions

All customers will be satisfied when they contact by C-Direct Company and sales percentages will be increase year by year. All departments are supported by each other's. Its means, all staff will be given training on how to communicate with customers. Other than that, senior staff will also try to help new employees, they will try to teach and give you an idea how want to entertained customers.

Purpose

The purpose is to reschedule on operations management strategies. It is means, to compete with increasing number of competitor, the company should reschedule on their operations management strategies. They use call-direct to sell their insurance so that they should be more emphasized on staff at Call Centre. The company gives an intensive training to the staff so that they can handle the customers nicely. The second purpose is to increase sale percentage year by year. The company faced a lot of competitors and they got low profit within a year. So, to increase back their profit, they have to change their policy. In order to increase their sale, the company offer household insurance alongside car insurance. They offered household insurance because it is request by customers and only a few competitors offered this insurance.

Objective

The company objective is C-Direct Company will be lead in car insurance firm. For the customer satisfaction, it is the most important to company succeed. In the car insurance market company price was minimum price offer and best customer services.

Scope

C Direct Car Insurance Company was high growth when they start to establish. However, over the next year company sale rate was only 3%.Within a year, new entrants was increase in 15 companies. Although company has a lot of competitors, company need to change to that bad situation to advantage. Mr Small research his firm, the company need to improve the customer satisfaction level and most of the customers are price sensitive. The company needs to pay the training for their employees because they are weakness in customer relationship. They also need to aware how to answer phone when customer inquire about the