Case Exercise III – Medi-Call Personal Alarm Systems Ltd.
Read the case found at the end of Chapter 8 in your textbook and write a two- to three-page paper (excluding title and reference pages) on the following items:
- Identify when Medi-Call’s call centre enters the coping zone and describe the impact of this overload on customers and staff.
- Recommend strategies Medi-Call can adopt for busy periods and describe the actions needed to implement them effectively.
- Assess Medi-Call’s philosophy on reassurance calls and offer recommendations to improve their policies.