Changes In The Structure Of The Customer Service Centre In RR Company

Introduction

Every company reaches a point where it reconsiders changing how it does things to serve their customers properly and keep the business making the highest amounts of profits. This paper will aim at RR as a company which is considering changing its structure of the customer service centre and what it stands to benefit if it does.

Advantages of a single customer service centre

By having a single customer service centre, RR will save both human and financial resources by eliminating the provision of repeated resources to the multiple divisional and regional customer service centres. When valuable resources are freed from these multiple customer service centres, the company will now be in a position to allocate more resources to its most important activities and hence improve the efficiency within which they operate on a day to day basis(Kananen, 2012). Having a single customer service centre will also give room for comparisons among the company's branches regarding customer satisfaction and the product quality. This will ensure that more resources are relocated to the sectors where the resources are most needed. When these weak areas receive a boost from within, it means that the company is solving its problems from within.

RR communications as per the case study run for different divisions and each with a distinct but complementing product. These division are mobile, internet, cable TV service and landline. In the telecommunication industry there exists deregulation, and many competitors are picking it up to offer multiple services. Some of the RR customers have raised concerns over being double billed for the simple reason that all the four divisions are not working together. Having a single customer service will help in consolidating the data from the four divisions hence being economical and time-saving. The individual customer service centre will also assist in generating opportunities for growth by marketing the company's other services to the customers who may not have incentives and other forms of discounts RR offers.

A single customer service centre will also make it easy to gather data about the company's other branches and have them stored in the correct formats for management analysis and reference. When the customer centre can have all the information it requires about its customers' base, it will be better equipped to cater to the constant needs posed by their customers. It will also be convenient for all the customers to call only one place for all their questions and enquiries. This will mean that the company employs fewer employees thereby cutting on the costs and finally using the money saved to grow the company's brand bit by bit. This is also an advantage of having the customer centre in on place. Devise an implementation strategy that would guarantee the support of the divisionalpresidents for the shared customer service centre.

Consultation of all divisional presidents to find about their concerns, the challenges faced by their divisions, and what they expect company-wide IT initiative to result in. RR Communications' Executive VP of IT, Vince Patton can as well improve the duty of divisional presidents' cooperation by addressing their concerns, watering down their doubts and misunderstanding, and explaining how companywide IT initiative will not only benefit the company but the divisions as well at large. He could specifically inform the divisional presidents of the benefits he expects the divisions to get at the end of the transformation. By involving divisional presidents in the planning process, he will improve the prospects of their cooperation and support and hence stand a better shot at his quest of having the customer centre put in one place.

RR as a company may also have to allocate some of the forecasted savings from the closing of multiple service centres to the divisions which they will be free to use as they prefer. Making the divisional presidents part of the IT team may make them feel part of the overall process and feel like they're contributing towards the overall strategy, will help sway their thinking towards the course. Besides, Vince may have to send memos updating those concerned from time to time, so divisional presidents are not only aware of the progress but better prepared for the potential challenges ahead.

Is it possible to achieve an enterprise vision with a decentralised IT function?

Decentralization can be defined as the extent to which decision-making authority is delegated to lower levels of the firm. The input methods inside the organisation have increased which is messing up with the data of the company which has become a speedbump to the company. When IT functions exists within a poorly designed framework, the vision will never be fully concentrated on the enterprise(Garman, Green, & Miers, 2014). Decentralized IT functions are based on homogenous vision, it means that all types of work are assigned to common managing system in an organisation or a company(Zhang, Chen, Rasch, & Wu, 2016).

Conclusion

Considering the case study given, is more beneficial to a company to make sure most of its organs which are relayed and working independently, are brought under one umbrella. This not only increases efficiency but cut unnecessary costs too.

References:

1. Garman, C., Green, M., & Miers, I. (2014). Decentralized Anonymous Credentials. In Network and Distributed System Security (NDSS) Symposium 2014. https://doi.org/10.14722/ndss.2014.23253
2. Kananen, J. (2012). Customer orientated areal development. ERES.
3. Zhang, W. -h., Chen, A., Rasch, M. J., & Wu, S. (2016). Decentralized Multisensory Information Integration in Neural Systems. Journal of Neuroscience. https://doi.org/10.1523/JNEUROSCI.0578-15.2016