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The call center at Quest Diagnostics employs over 200 representatives who each handle at least 120 calls a day. The production level has been substantially lower than the call center standards. Representatives are not attending work on time, calling in on the busiest days, placing calls on hold for long amounts of time, and not demonstrating empathy to the patients who call in...
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Representatives are not attending work on time, calling in on the busiest days, placing calls on hold for long amounts of time, and not demonstrating empathy to the patients who call in. In response to the low production levels management implemented an employee satisfaction position. The employee in this position was required to raise the level of satisfied employees...
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Call Center Case Study - Customer Contact Center
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