Blue Buddies leaders realize that their Customer Contact Centre is at best rated as average for the industry, and at worst substantially below average. However, like many companies in the electronics industry, the gaming industry is notorious for long telephone waiting times, multiple handoffs and a low proportion of issues resolved to customers’ satisfaction. This project is aimed at creating a dramatic change in Contact Centre performance through attending to both the processes, the motivation of the staff and the quality of leadership – all of which, when improved, are mutually reinforcing.
The full impact of this corporate project is expected to be achieved within two decision Rounds. The cost of implementing this project is given in section 6.19.