It is evident that the customers are getting irritated and aggrieved by the shortcomings they experience when calling the Welz Business Machines. The company sought to find out the main reason for this. Some problems were diagnosed, namely, the operators are short staffed, the receiving party is not present, the customer dominates the conversation especially with private issues and the workers do not understand half the things their customers complain off. The customers were dissatisfied with this poor service they were getting from the operators.
In an endeavor to resolve this issue, the company can increase the number of workers so that the issue of being overstaffed is solved. The operators may seek to keep the conversation purely professional in a bid to save time and avoid the waiting of other customers. The company should hire more receivers in that they will now operate on a shift basis. This will allow the company to have a technician on the other side of the phone whenever a customer calls with a particular problem. This will improve the efficacy of the company. The amount of time taken to connect the customers to the technician will reduce significantly. This will not agitate their customers now that they won’t have to wait for so long for their calls to be connected to a technician. The company should employ operators that are competent and conversant with technological issues. Incompetence should not be tolerated as it lowers the company’s efficiency. Having operators that are not acquainted with technology tends to reduce the effectiveness and reliability of a company. The company should either educate their current operators on technological matters or hire new workers that are conversant with technology.
Cause and Effect Diagram
Pareto Diagram
