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Read the email from Hamish Hamilton, CEO of Cybertartan Software and answer the questions. Then give definitions of words in bold



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Read the email from Hamish Hamilton, CEO of Cybertartan Software and answer the questions. Then give definitions of words in bold.

  1. What are his four problems?

  2. How are the problems linked?

…really pleased with the solutions you recommended.

For your next project, I need you to take a look at our Kirkcaldy contact centre. Our Q4 customer satisfaction survey is disastrous (see charts and report extract attached) and this represents a major risk to our corporate image and future sales. We have serious recruitment problems and a high staff turnover. These two problems are obviously linked. I suggest you talk to Laurie McAllister, our HR Manager there. I’d like you to come up with some proposals but without significantly increasing costs, which are another problem. Currently we estimate that on average a customer call costs us £4.50. We cover this from the call charge (currently £0.50 per minute), which is why we keep customers on hold for around six minutes. They spend about the same time with an adviser, although if possible we need to reduce this because at the moment we can’t take enough calls. Obviously, we can’t afford to increase salaries. I’m counting on you to come up with some creative ideas: get back to me as soon as you can.

Best regards,

Hamish


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