Reducing Commission for Complaints for Telecom-television (CCTS)
I. INTRODUCTION
a. Definition of CCTS
b. Background on Telus complaint statistics
i. Changes in number of filed complained
ii. Trend from last five years
c. Explain how CCTS impact telecommunication companies
d. Explain how CCTS impact Telus specifically
i. Customer retention
ii. Customer acquisition
iii. Company cost
e. Purpose of this research
II. DATA COLLECTION
a. Current call center procedures
i. Call handling
ii. Call transfer procedures
iii. End-to-end customer interactions
b. Guidelines of valid vs invalid complaints
c. Reason of CCTS complaint
i. Midyear reports
ii. Employee surveys
iii. Complaint triggers
d. CCTS complaint cases
e. Skill sets in dealing with complaints
i. Front line agent experience
ii. Manager skillsets
III. CONCLUSION
a. Analyze research findings
i. CCTS website data
ii. Surveys from call center employees
b. Flaws in current system
i. Gaps in call handling
ii. Limitations
c. Recommendations
i. Employee training
ii. CCTS prevention team
iii. Changes to call center procedures
d. Expected outcomes
i. Company benefits
ii. Customer benefits
Hi Lisa,
Thank you for this outline – this looks well-detailed and organized, BUT – the Introduction needs to include a description of your data collection, a ‘Methods section’. Check out the Instructor’s Blog to see a good description of a methods section. Thank you.