Business Decision Making Part 3
OneAZ Credit Union is struggling with their call center, as they continue to grow within Arizona.
There are certain problems that need to be looked at for resolution to ensure that member’s needs are being met.
We need to collect and look at data to create the best possible solution to the problem of the credit union.
Describe the organization
Explain the business problem
Analyze why the problem is important to the business
Identify what variables are important to measure for the problem
Apply data analysis techniques
Come up with a possible solution to the problem
OneAZ Credit Union
Increase in call volume
Outdated phone system
Long wait times
Why is This Problem Important?
Create happier members
Decrease wait times
Assist the members better
Best Variable to Measure the Problem
The variable is the calls
Type of calls being received
Busiest time of day and day of week
Number of calls being received
Data Analysis Technique
Upgraded phone system
Including different queue options
Employee training in certain categories
Shorter wait times
You can see how important it is to OneAZ Credit Union to get the phone system updated within the call center.
Collecting the correct data and using the proper tools for this are critical to this process.
Creating the best solution and training for this are important to the success of the call center.
Mann, P. S. (2016). Introductory Statistics (9th ed.). Retrieved from The University of Phoenix eBook Collection database.