Business Research

Overview

I currently am employed with Pitney Bowes, a vendor that works for Cisco Systems in San Jose California. Pitney Bowes is known as mail and shipping services which we provide to Cisco Systems as well as many other popular companies such as Google, Hewlett Packard, Facebook and much many more. Cisco Systems is a pretty large company with sites located all over the globe. Cisco Systems employees over 65,500 employees globally with 1/3 of these employees being employed in San Jose, this demographics was taken in 2009. With that being said, it is obvious the volume each department can be really high at times due to this large number of active employees. In my department alone we have over 200 fulltime employees actively working in our shipping and receiving department. On a daily basis we receive over 1000 packages delivered to us and over 8 large buckets of mail from United States Post office. At times, our volumes can increase by 10 to 15 percent and when this happens our shipping and receiving call centers call volumes increase plenty. Unfortunately, we are not a normal call center where the phone holds until a representative answers. It is a regular phone number that eventually hits voicemail. The fact that our call center doesn’t operate a normal one would irritates the employees at Cisco who may be in urgent need of a package or contract coming in. over the past 3 years we have had constant complaints of our service because we “never answer.” After many complaints management has finally decided to create a new process in efforts to create a more effective service. In order to make sure the process is effective, they have conducted a research process to see if this way of handling things would be most effective in pleasing the customers at our company.

Current Research

About a month ago we recently started this new process in my department. With this process

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