The Collections Subsidiary
Pfeifer, Phillip E...
The Collections Subsidiary
Pfeifer, Phillip E.; Scherer, William; Fuller, Doug
OM-1220 | Published February 9, 2005 | 7 pages Case
Collection: Darden School of Business
Product Details
Mike Williams must analyze the results of 25,075 outbound phone calls placed by 145 phone representatives during a four-week period. Although many of the phone reps are being rewarded for outstanding performance, the call center as a whole is underperforming. Mike's supervisor has asked him to see if he can learn from the data.
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