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Call Center Collapse

Reference: P-1066-E
Year: 2003
Number of pages: 8
Geographic Setting: Alemania
Publication Date: Dec 22, 2004
Source: IESE (España)
Type of Document: Case

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Description

The case describes the problems one faces when managing a call center. Big Euro, a British company in the financial services sector, has started operations in the German-speaking market. It has installed a call center and during the first six months of operations customers complain about long waits. Big Euro is following an aggressive expansion strategy in the German market (where it offers some financial tools that are new to the market) and thus has to get the problem under control.

Learning Objective

The case offers an introduction to queuing networks.

Keywords

Business Administration