Name ID.

No
Feven Adefris ECS/1427/23
Bethelihem W/Yohannes ECS/1430/23
Ruth kebede ECS/649/22
Hiwet G/Michael ECS/646/22

Sub date Dec 08/2023

Sub to. Sup. MR. Gullilat
Interview Report
Date: Dec 6, 2023
Interviewees:
Call Center Manager:
Customer Service Representative:
Call Center Operator:

1. What Does the Role Entail?

Call Center Manager:
Answer: As the Call Center Manager, I oversee the entire call center operation. This
includes staff management, strategy implementation, and ensuring overall efficiency to
meet customer service objectives.
Customer Service Representative:
Answer: As a Customer Service Representative, my role involves handling customer
inquiries, resolving issues, and providing support to ensure a positive customer
experience.
Call Center Operator:
Answer: My responsibilities as a Call Center Operator include managing incoming calls,
addressing customer needs, and utilizing the call center system for effective customer
interactions.
2. How Do You Communicate with the Team?
Call Center Manager:
Answer: I communicate with the team through regular team meetings, one-on-one
discussions, and by utilizing various communication tools to ensure effective information
exchange.
Customer Service Representative:
Answer: Team communication is facilitated through regular team meetings and internal
communication tools where updates and information are shared among team members.
Call Center Operator:
Answer: Team communication is ensured through briefings and direct communication
with supervisors to provide and receive real-time assistance.

3. What Information Do You Receive from Your Team?

Call Center Manager:
Answer: I receive performance reports, escalations, and updates on system
improvements from representatives and operators.
Customer Service Representative:
Answer: We receive training updates, policy changes, and customer feedback reports
from the manager.
Call Center Operator:
Answer: Information received includes updates on system changes, procedural
adjustments, and customer trends from both the manager and representatives.

4. Involvement in Making Customers Satisfied:

Call Center Manager:
Answer: I play a crucial role in setting strategies for customer satisfaction, ensuring
adequate resources, and fostering a positive work environment to support the team in
meeting customer needs.
Customer Service Representative:
Answer: Directly contributing to customer satisfaction is our responsibility through
effective issue resolution, empathy, and clear communication.
Call Center Operator:
Answer: Our contribution involves providing timely and accurate information,
addressing customer needs efficiently, and escalating complex issues when necessary.

5. How Do Customers File Complaints?

Call Center Manager:
Answer: Customers can file complaints through dedicated communication channels or
by escalating the issue through representatives.
Customer Service Representative:
Answer: Complaints are handled directly by representatives who document issues and
escalate to higher levels if required.
Call Center Operator:
Answer: Initial complaints are received and followed through established procedures for
resolution or escalation.

6. Most Tiresome Tasks?

Call Center Manager:
Answer: Coordinating staff schedules and addressing escalated issues are among the
most demanding tasks.
Customer Service Representative:
Answer: Handling irate customers and repetitive inquiries can be challenging and
tiresome.
Call Center Operator:
Answer: Dealing with technical challenges and managing high call volumes are the most
demanding tasks.
Call Center Manager:
Answer: In the future, I envision system improvements such as enhanced analytics for
better insights, AI-driven features to streamline operations, and continuous upgrades to
keep pace with evolving customer service needs.
Customer Service Representative:
Answer: I look forward to improvements in the system's knowledge management tools,
personalized training modules, and seamless integration of customer data for more
efficient issue resolution.
Call Center Operator:
Answer: Future improvements could include simplified interfaces for handling complex
issues, better automation for routine tasks, and advancements in call routing for
improved efficiency.
7. If there was a Real-time Queue Monitoring system implemented, how willing would
you be to use it? Can you share your thoughts on the potential benefits or concerns
you might have about utilizing such a system in your role?
Call Center Manager:
Answer : "I would be highly willing to use a Real-time Queue Monitoring system. Such a
tool could significantly enhance my ability to manage the call center efficiently. Real-
time insights into queue statuses, agent availability, and performance metrics would
empower me to make informed decisions on staffing, address bottlenecks promptly, and
improve overall customer satisfaction. The transparency provided by this system aligns
with our goal of delivering exceptional service."
Customer Service Representative:
Answer: "I would be very willing to use a Real-time Queue Monitoring system. Having
real-time visibility into the call queue and agent availability would be immensely helpful
in managing my workload effectively. It could streamline the process of addressing
customer inquiries, reducing wait times, and enhancing the overall customer experience.
However, I would hope for proper training and support during the implementation to
ensure a smooth transition."
Call Center Operator:
Answer: "I am open to using a Real-time Queue Monitoring system. It sounds like a
valuable tool that could assist me in managing incoming calls more efficiently. Being
aware of the real-time status of the queue and agent availability would enable me to
prioritize tasks and provide better support to customers. "