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White Knight and Its Problems - Case Study Example

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White Knight and Its Problems

As the paper highlights, most of the agents were employed on a temporary basis. This indicates that there were fewer agents compared to customers that needed to be served, hence the problem of delays at the company’s call Centre. Secondly, there is a possibility that the temporary staff did not get adequate mentorship as well as the standards required to attend to customers at the call Centre. This might be because of the company relying only on the permanent staff to mentor the temporary staff, rather than to use other external assistance. In addition, the company might be offering less salary making most people to seek employment from other similar jobs within the industry. Thirdly, there might have been a low employee’s morale at the call Centre since there was a flat rate salary for all employees. To add on, most employees at a call centre might not have qualified for the job since they lacked the required competencies, skills as well as personal characteristics that could suit them for the job. Finally, The Company might have been lacking proper coordination for the services at the call Centre; this is because they had inadequate leadership qualities. The company can use several approaches to improve the performance at the call Centre. First, the company ought to employ monitoring and evaluation approach, which enable keen follow up of employees attendance to customer related services at the call Centre. Subsequently, they will then evaluate these employees according to how they respond to customers. Secondly, the company should use the approach of focusing on the continuous improvement, for instance, the company should concentrate on methods of improving their services from time to time. Finally, the company should ensure that their activities are linked to their overall strategy. ...Show more


This paper outlines that White Knight, which is a mail order catalogue company, experiences a lot of challenges and problems to its functionality. For example, several customers have raised complaints about the reduce performance of the White Knights call Centre. …
Author : seamus87
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