ISYS 2056 Business Report Semester 1, 2021 Page 1RMIT Classification: ProtectedRMIT Classification: ProtectedASSESSMENT TWOSEMESTER 1, 2021ANALYSING A SPREADSHEET AND PRESENTING A BUSINESS REPORTDue Date/Time: 11:59 pm, Friday 30th April 202130% of Final GradeCall Centre Case StudyCalls R Us is a small call centre which provides customer services and sales for corporateclients. They are based in a converted warehouse in Melbourne’s outer Western suburbs withroom for 8 Call Centre agents who answer the calls plus offices for management staff.The business is jointly owned by business partners, Cecilia, Thomas and Makani who metwhile they were students during their undergrad at RMIT and were also working part time in acall centre, so they have some understanding of how a call centre works. Now that they havestarted their own business, they are finding that managing a call centre is challenging.Their clients are various electronic retail businesses who sell similar categories of electronicgoods. Calls R Us provide sales and customer support services for their clients by acting astheir call centre (outsourcing to a third party). Calls R Us has many phone numbers which allcome into the same call centre and each phone number is allocated to a different client.Our client’s customers do not know that they have called a third-party call centre, as far as thecustomer is concerned, they have called the retail business directly.The clients advertise their allocated phone number to their customers and the agents have aphone display which displays the phone number the customer dialled (the one allocated to aclient) so it is important the agent makes note of the phone number on their display so theyknow which client the call will be about and greet the customer accordingly. Occasionally thishas caused some confusion. If an agent forgets to look at the display or forgets which client thephone number was allocated to, they might answer with the wrong client greeting or discussanother client’s products.Agents are in a virtual queue to receive the next call that comes through to the call centre. Aftereach call the agent is given at least 10 seconds before they get another call so they can wrap upany leftover work from the previous call. If they need more time to finish a complex call theagent can put themself at the back of the queue or make themself unavailable until they areready.The call centre only operates as an inbound call centre (i.e. a customer initiates the call ratherthan outbound calls where the call centre tries to generate business by calling customers).Operating hours are 9am – 5pm seven days a week.Calls R Us are paid a fee directly by their clients. $15 for calls that are resolved and $2 for callswhich the agent could not resolve, e.g. could not find the information the customer needed orISYS 2056 Business Report Semester 1, 2021 Page 2RMIT Classification: ProtectedRMIT Classification: Protecteddid not make a sale. The agent records the outcome of the call as resolved or unresolved in theCRM system the same whether it is a sale or a simple service enquiry call.Cecilia takes care of accounting and finance, Makani sales (of our call centre services to ourclients) and forecasting whilst Thomas manages the daily operations of the call centre. Callcentre agents are rostered onto variable shifts depending on how many clients they have andthe number of calls they are expecting.Matching the staff numbers to their expected call volumes is a key challenge of any call centre.Too many staff and they sit idle eating into the profits. Not enough staff and the customer’swaiting times increase making them frustrated and less likely to make purchases. Thechallenges of getting this right have been a source of tension for the three partners. As theOperations manager, Thomas is keen to roster many staff on as he is responsible for makingsure calls are handled quickly and customer waiting times are low. Cecilia is pressuringThomas to reduce the staff however, as idle staff reduce their profit margins, “We can’t bepaying for people to read magazines and complete their uni assignments in between calls.”Cecilia also thinks Makani is not doing a good enough job at forecasting the number of clientcampaigns and the number of calls each campaign should expect. Makani thinks having morepeople than they need is better than not having enough and is already concerned that they aremissing too many calls as it is with a number of calls not answered. Cecilia thinks there aremore than enough staff, they are just not working efficiently.The management team have not really been paying attention to the Customer Satisfactionratings. Customers are directed to an automated voice prompt to rate the call (1 Poor – 5Excellent) once they have finished talking to an agent. The average satisfaction ratings groupedby product are provided direct to the clients at the end of every month via an automated reportwithout the call centre management team’s involvement. Thomas had a recent informalconversation with one of their clients who was concerned about the customer satisfactionratings. The client also queried why they were charged for some unresolved calls with anunknown product. The client warned that without improvements the client would be lookingfor a new call centre. Thomas thinks he should have further information before he raises theissue with the other partners and clients.Calls R Us are not paid by the customers calling the call centre but by their clients, so theyneed to make sure they are responding to their client’s needs. On the other hand, if they do notprovide a good service to the customers, then their clients will not want to continue to use theirservices.Cecilia, Thomas and Makani seek your consultation to help them understand the performanceof their Call Centre and how well their business has been running for the last month.What should they be measuring? Average Wait Time (time the customer waits in a queuebefore they speak to a real person) and Average Talk Time (how long it takes the operator tocomplete the call once they start talking) or is it just important to know how many calls wereresolved successfully and try to improve revenue? Are there enough or too many staff rosteredon to manage the number and duration of calls? How well are they serving their clients andcould this be improved?A spreadsheet has been provided containing call record data for the month of January 2021.ISYS 2056 Business Report Semester 1, 2021 Page 3RMIT Classification: ProtectedRMIT Classification: ProtectedSome of the data and calculations have been completed for you and you are guided to some ofthe other calculations and tools. Costs have not been provided so you are not required to makecalculations and predictions regarding profitability of the business.A summary sheet has been started for you. You may make your calculations using any Excelmethods/tools you are comfortable with.Report RequirementsYou are expected to undertake descriptive, predictive and prescriptive analysis of the datathat Calls R Us has provided and use Excel to analyse the data. The results of the analysis arethen required to be presented in a professionally organized report that analyses and discussesboth operations so far and the various options available to help improve future operations.Some specific expectations are as follows:a) Analyse the January call records to identify the key variables/features (e.g. products,client satisfaction, agents, call durations, call outcomes, etc). Has the Call Centre beenwell run?b) Discuss at least 2 options to improve the performance of the variables/featuresidentified in (a).c) Predict the likely outcomes of these key variables/features for the first two weeks ofFebruary (assuming no changes to business operations since January) and then comparethe effect of the changes discussed in (b) for the same two weeks.d) Identify at least one business issue which the business should further explore to improvetheir business. Clearly explain your reasoning using data to support your discussion.Justify how this would improve the business.e) Make two specific recommendations to the owners to improve the management of thebusiness. Briefly justify these recommendations (i.e. prescribe what should be doneand why this would be helpful, drawing on your previous predictive and descriptiveanalysis). Demonstrate the benefits to the business of acting on these recommendationsPreparing the Business ReportReport structure and specificationsThe analysis, findings and recommendations which you prepare for Cecilia, Thomas andMakani should be outlined in a professional business report. This report should include: A title page – with a relevant graphic, report title, student name/number, course name(Business Information Systems), course number (ISYS2056), your workshop time andyour workshop tutors’ names. A Table of Contents (TOC) automatically generated by Microsoft Word. Defaultsettings for the table of contents should not be altered. A brief introduction which clearly outlines the purpose of the report. Presentation of the analysis and discussion regarding the results of your analysis.Relevant descriptive, predictive and prescriptive analysis has been included.ISYS 2056 Business Report Semester 1, 2021 Page 4RMIT Classification: ProtectedRMIT Classification: Protected Relevant charts which are labelled correctly and assist the reader in understanding theresults of your analysis included in the appropriate analysis section A short concluding summary of the major findings of the report. (supported byrelevant data: e.g., use final figures you have calculated. etc) Clear recommendations that the business owner can adopt. These recommendationsmust be drawn from the analysis you have carried out in the body of the report. You should incorporate good report writing practices – refer to “Writing aBusiness Report” on the assignment page.ISYS 2056 Business Report Semester 1, 2021 Page 5RMIT Classification: ProtectedRMIT Classification: ProtectedReport formatThe report should be developed using the guidelines covered in Canvas and workshops.Specifically, you should:• Ensure your report is concise – No more than 1200 words. This word count includestitle page and TOC. It does not include appendices.• Present the report in a professional, business format with no spelling or grammaticalerrors.• Use appropriate headings and subheadings throughout the body of the report. Use double or 1.5 spacing. Fully justify all text in the report. Include a page header with a suitably formatted title (the header must not appear on thetitle page). Include a page footer with your name, student number and page number (the footermust not appear on the title page). Include relevant charts and tables you have created in the body of your report(appropriately labelled). The charts and tables (screenshots of your spreadsheet are notappropriate) must be discussed as part of the paper (not in the appendix) In an appendix include screen shots of calculations (as discussed below) which youhave used to assist in your analysis. (Note: You do not need to refer to this appendix inthe body of your report.) A guide to inserting screen shots commences on page 4 of thisdocument. Do not include references or citations in this reportReport SubmissionThe Business Report must be submitted, in MS Word format, by 11:59 pm Friday 30th April,via the link provided in the “Assignments” area on the ISYS2056 Business InformationSystems site on Canvas. A Student Guide to submission (using Turnitin) is available at:https://allaplusessays.com/order 2056 Business Report Semester 1, 2021 Page 6RMIT Classification: ProtectedRMIT Classification: ProtectedA Guide to inserting a screenshot in ‘Word’• Open and/or minimise the program/sheet you wish to create the screen shot from (inthis case your Excel document). As your screenshots are designed to show calculations,you should make sure you have highlighted the relevant cell and the function is clearlyvisible in the function dialogue (fx) box.• Open your ‘Word’ document.• Select Insert/Screenshot/Screen Clipping.• Select the sheet you wish to create the screenshot from. The screen should fade and a+ appear. Use the + as a cropping tool to select the required screenshot. Note: Thereis no need to show every cell. (See Figure 1 in which one of the relevant cells ishighlighted (B3) and the function for column B is clearly visible.)• Label the screenshot appropriately.Figure 1 – Screen shot of Countif functionIf you need to create a screenshot of a column that is not located near the fx box (seeFigure 2) you can:• Select the relevant cell. Double click on the cell to show the formula.• Create screen clipping as per the instructions above. Provide an appropriate label.Figure 2 – Screenshot of Sumif functionTo show several formulas in the one screenshot (see Figure 3) you can:• Select the relevant cells.• Select Formulas/Formula Auditing/Show formulas.• Take the screenshot as per the directions above. (NOTE: Text needs to be largeenough to be read clearly.)ISYS 2056 Business Report Semester 1, 2021 Page 7RMIT Classification: ProtectedRMIT Classification: ProtectedFigure 3 – Screenshot showing functions in several columns
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