The Call Centre
Author(s): Indira Singh
Publication Date: 2002, 2004

This case study describes a creative solution to improve customer services related to telephone services in a fictional public service organization referred to as the Department of Registration Services. It provides the background to the organization, the underlying causes of the problem and the actions taken to solve it. The study emphasizes the importance of adopting a systematic approach to problem-solving; listening to and empowering front-line staff; marshalling resources; and forging an innovative partnership.