Insights of Square Toiletries Limited call center operations and how it should be bestowed to infer result driven marketing decisions for brand promotion

Abstract

My Outsourcing Limited is a third party organization providing customer care/call center services for SQUARE Toiletries Limited. Their performance has been observed to be deteriorated as of late and the outcome has not been on a par with the expectation of SQUARE Toiletries Limited. Henceforth, an inspection necessitated to inquire and unveil the potential reasons behind this scenario. This report dwells with the representation regarding their operation mechanism, contribution for SQUARE Toiletries Limited, comparison of their performance of last three months, Critical reasoning as to their performance degradation, concurrent trends relating to calls and queries, issues needed to be addressed, loopholes, scopes of improvements and recommendations. This report also infers how it is being used now and how it is supposed to be bestowed to deduce result driven marketing decisions for brand promotion of SQUARE Toiletries Limited. The information and data used for this report were catered from primary sources, personal interviews, analysis of previous reports, database, and direct observation on operation procedure of My Outsourcing Limited. However, there were a few limitations among which, restricted access to the organizational internal information due to sensitivity was obvious. Furthermore, the time limit to prepare this report was not adequate. This report could have been more detailed; portraying more useful deductions provided more time were allocated.