Case study involves Pagoda.com which is an internet service provider that caters to individual consumers and small businesses who require a high level of service and are willing to pay a premium for this service. This case study is located in your textbook at the end of the seventh chapter. You are to read the case study thoroughly and then answer the four questions located at the end of the case study.
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Write My Essay For MeEnsure you fully answer all four questions to include a complete cost analysis for outsourcing the online help desk as directed in the first question.
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Case Study-Pagoda.com
Pagoda.com is an online company that offers internet | PLACE YOUR ORDER NOW AT writtask.com | that cater to small businesses and individual | PLACE YOUR ORDER NOW AT writtask.com | particular customers require a great level of service and are agreeable to paying a premium for the service.
Total Outsourcing Cost
Personnel costs
40 full time-equivalent | PLACE YOUR ORDER NOW AT writtask.com | experts @ $40,000 per year (salary and benefits)
($40000 * 40) =$1,600,000
Three supervisors (3) @$70,000 each per year (salary and benefits)
($70000 *3) = $210,000
Total=$1,810,000 (per year)
Equipment
4 servers @2000 =$8,000/
20 pcs @1000 =$ 20,000
Total = $28,000
Adjustable costs
$1.50 per request (office supplies)
15 requests per month * 12 Total =$180
Total cost = $1,838,180
Proposed solution
Administrative and IT costs =$1,500,000
Outsourcing the helpline desk is more expensive | PLACE YOUR ORDER NOW AT writtask.com | to the current solution; hence the current solution is cheaper.
Factors to Consider When Setting Up the Online Help Desk
Several factors such as language support, speed, channel support availability, reliability, integration, number of agents, and customization should determine the setting up | PLACE YOUR ORDER NOW AT writtask.com | should consider a language that is used by many nationals to capture a wider range of customers. Special consideration should be made to customers who do not speak English as their main | PLACE YOUR ORDER NOW AT writtask.com | on speed by considering a high bandwidth of over 1000 megabits (Mbps) per second which is considered high. It will serve even when the demand is | PLACE YOUR ORDER NOW AT writtask.com | ensure a fast offer of services to customers and increase turnover.
The company should also consider channel support availability whereby software that provides multichannel helpdesk support should | PLACE YOUR ORDER NOW AT writtask.com | helpdesk would include; calls, SMS, Email, and live chat. The help desk should as well offer full-time customer | PLACE YOUR ORDER NOW AT writtask.com | company should ensure uninterrupted internet provision as well as offering customers contracts explaining the reliability of their help desk. Assuredly, any problem arising with customers’ hardware needs pagoda to give assurance of how fast they can back up and get the customer running.
Pagoda Company should also focus on integration whereby the software integrates with other business | PLACE YOUR ORDER NOW AT writtask.com | the more the tools the better the service thus eliminating potential errors while sharing customer | PLACE YOUR ORDER NOW AT writtask.com | helpdesk should ensure it is fitted out with features to guarantee even handling of support cases. Tools should be set to advance agent efficiencies such as canned responses and ticket macros. Therefore, the company would benefit from integrating with other businesses, having an efficient number of agents, and offering different degrees of customizability for | PLACE YOUR ORDER NOW AT writtask.com | options should ensure all the factors above are well looked into.
Reasons why Pagoda.com should Consider Outsourcing their Online Desk
The online service provider should consider outsourcing their online desk because the idea would result in | PLACE YOUR ORDER NOW AT writtask.com | would lower the cost to be invested compared to them insourcing and will have access to state-of-the-art.Their product and services will also have high competition | PLACE YOUR ORDER NOW AT writtask.com | also ensure there is flexibility such that they can monitor the suppliers’ performance and improve where | PLACE YOUR ORDER NOW AT writtask.com | would improve cash flow because the company is capable of providing a unique and superior product.
Performance Measurements Terms Performance is measured by considering factors such as quality, availability, clarity of documentation, security, and | PLACE YOUR ORDER NOW AT writtask.com | firm must ensure top quality in the provision of services and must be available when the need arises in the company. Performance can also be measured by considering the adherence
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