Customer Engagement Strategies for Bushland Blooms

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MANAGE CUSTOMER ENGAGEMENT INFORMATION
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Contents
Assessment Task 1: Short Answer Questions..............................................................................3
Assessment Task 2: a Case study..............................................................................................11
Assessment Task 3: Project........................................................................................................13
Assessment Task 4: Case study 2..............................................................................................18
Assessment Task 5: Presentation/demonstration.......................................................................20
References:.................................................................................................................................27
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Assessment Task 1: Short Answer Questions
1. Provide five (5) examples of the call centre and other contact traffic management systems
and describe their key features.
System Key Feature
Voice of the customer To build a technique this can be a direct
source for the customer to talk in the
company.
Excellent call route The customer needs to talk with an
experienced employee or customer care
executive.
Resource management Need to improve the recruitments, forecasting
and other resources in the company.
Equipping people Try to improve the customer’s data and try to
include good customer support.
Performance Management All the activities which are related to the call
centre must be in good performance
management.
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2. Read Bushland Blooms’ Marketing Plan (including budget) and their Call Centre Business
Plan— Executive Summary and:
a) Describe their Mother’s Day campaign budget requirements
The company “Bushland Blooms” needs to fix a budget line for mother’s day. In this budget,
they should include some new offers to the customers. They need to fix some discount
percentage on their garden products and also the cash back policy also work on that day.
b) Describe their budget principles
 Support for management
 Involvement of every employee
 Written Organisational goals
 Flexibility
 Structure of the organisation
 Accounting of everyone’s responsibility
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3. Describe Bushland Blooms’ mission, vision and marketing objectives according to their
Marketing Plan.
Mission: Mission is to get a good customer base.
Vision: Their vision is to increase their approach not in one city but also on the national and
international level.
Marketing objectives: to increase their sales, earn brand awareness, launching new products
which are related to garden process and to find out new customers in the running market.
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4. Complete the table by explaining three (3) methods of collecting reliable information and data,
three (3) commonly encountered problems and three (3) resolution strategies.
Method Problem Resolution Strategy
The primary data collection
method
A small knowledge of skills to
the interviewers.
Need to identify the data from
its root.
Customer expectation Quality check Need to improve customer’s
satisfaction level.
Customer services Not reachable for everyone Need to manage the after
sales services on a good
platform.
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5. Describe the call centre models and structures below and explain how each person
contributes to managing customer contact information.
Call centre model one Call centre model two
Call centre manager: Hiring of new
employees than training them in a good
way and motivate the staff on a regular
basis.
Call centre manager: Same as the model one.
Hire new employees and trained them in a better
way.
Team leader: To provide the directions to
his team members and try to push them
to achieve certain goals.
Team leader: Help the workers in generate new
leads and keep focus to achieve the decided
goal.
Agents: Verifying the clients and fulfil the
verification process.
Inbound: They manage domestic clients.
Outbound: They manage international clients.
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6. Outline Bushland Blooms’ principles of electronic information management and three (3)
approved methods of reporting information.
The company “Bushland Blooms” needs to build the chief executive officer and management
leader to analyze the physical and electronic records.
Accountability: This process should be assigned to a senior executive, who is eligible for
information, the government programmers’.
Written report: The form of this matter can be a letter. It is always formulated and famous
technique of reporting.
Financial statement: This report contains data and figure against the company.
Accounting ratio: It’s a part of a formal financial statement, it can be profitability or any other
organization related.
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7. Explain Bushland Bloom’s reporting requirements and approved methods for recording
campaign details according to the Agent Support Manual.
Bushland Blooms need to approve these reporting methods:
Close loop report: This reporting method includes the identification of the customer’s need
which is missed by the company.
Outcome-based report: How the call centre sales and what was the outcome of this. In this
report, it could be mentioned.
Staff target and goal report: Call centre need to create all the individual target and staff
information report manually.
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8. Describe the method used to collect data for each of the information technology systems.
Information
technology
system
Data collection method
Keyboard It helps to collect data in a numerical manner.
Touch sensitive
screen.
This method simply selects the critical information and act upon a a
standard ERP system.
Magnetic Ink
Character
Recognition
(MICR)
It’s a character recognizing a system that highlights special links which
need to be read.
Optical mark
reading (OMR
The process to recognize humanly marked and remarked data.
Optical character
recognition (OCR)
and scanners
It’s a process to identify the written data by computer.
Intelligent
Character
Recognition (ICR)
This allows different types of font and style in a report.
Barcoding and
EPOS
This method is useful in payment issues.
EFTPOS Based on credit cards and debit cards payment methods.
Magnetic stripe
cards
It’s a swiping card and when it connects iron particles, identify data.
Smart cards A plastic card, Can provide personal identification.
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Assessment Task 2: a Case study
1. Think about the activities, transactions and measurements Bushland Blooms might need to
perform throughout their Mother’s Day campaign and:
a) Provide five (5) examples of
potential information needs
 Ability to perform well
 Ability to overcome the pressure.
 Ability to be ready for any situation in the
organization.
 Ability to be versatile for any work.
 Ability to connect with the organization.
b) Identify five (5) potential
contact pathways.
 Need to identify particular employee’s performances
 Need to measure how much he is taking an interest
in the company related activities
 Need to know about his concern about the company.
 Need to measure that if he needs a training program
or not.
 Need to identify that if he is satisfied or not from the
company’s policies.
c) Identify five (5) activities and
transactions Bushland Blooms
should measure and:
Activity/Transactions KPI MIS
Workforce engagement
in the work
90% output
from
employees
Process
control
The average speed of
answer
30-40 seconds The automatic
call distribution
system
Abandon rate 5-8% Management
reporting
system
Call drop rate 5-7% Process
control
First contact resolution 6-9% The automatic
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rate call distribution
system
d) Configure the call centre
system to elicit the required
information
 Identify purpose: First, need to identify what is the
purpose can be for Bushland Blooms here the
company needs to promote their garden ports and
other related items on a good level. By using call
centre activity they can sell these pots in the local
market easily
 Employees: The above company needed some
employees for providing the informations to the
customer.
 Employee need: All the information’s which are
related to the selected products can be clear and the
clear number of the employee need must be
measured by the manager himself.
 Factor for the future: The Company’s general
manager needs to identify the factors which can be
helpful for the company in future growth.
e) Develop two (2) testing
procedures to measure
transaction and call/
engagement pathways. A
minimum of four (4) steps is
required for each one.
 Get an access token: Keep an access token for the
customers and when they use it, It will be easy to
recognize the payment amount particularly.
 Sandbox account: keep a business account to keep
the merchant in the transaction and after that create
a personal account to identify the customer in the
transaction process (Lian, 2017).
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