Cancer Call Center was happy to see Wendy's answers, because they appeared to coincide with the management approach taken by Cancer Call Center. For example, all of the call center's customer service representatives were given full authority to resolve customer complaints, which meant that they did not have to resort to a manager to approve customer service issues. Furthermore, Cancer Call Center used a two-level approach to call scoring. The first level involved taped calls and measured how many of the standard call points, for example correct greeting, the customer service representative used. However, the second system involved follow-up calls to customers by an independent agency, and they measured customer satisfaction. In addition, supervisors at the call-center reviewed performance on a weekly basis, giving both positive and negative feedback to the customer service representatives.

Despite Wendy's good fit with the company's policies, she still appeared to have a problem fitting...
[ View Full Essay]