You are a Systems Analyst in a Customer Service department. Your manager tells you how poor the...

Question

You are a Systems Analyst in a Customer Service department. Your manager tells you how poor the performance of the Customer Service agents are and that they are supposed to be managing anywhere between XXXXXXXXXXcalls per day but they are doing only XXXXXXXXXXcalls. He asks you to find out what is going on with the customer service agents.
For the above scenario, explain what steps would you do in the Analysis phase of SDLC.  Please note that I don’t want you to solve the problem but just list the steps you would do to solve the problem.

Aditi · Accepted Answer

SOLUTION
Because customer service agents are new and are still in the training phase, they are unable to catch up to the pace of experienced agents who can handle between 400 and 600 calls per day, which is much more than the 50 to 100 calls per day that they can handle.
In addition,

You are a Systems Analyst in a Customer Service department. Your manager tells you how poor the performance of the Customer Service agents are and that they are supposed to be managing anywhere...

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