Linkality's Call Center

Linkality is the 8th largest Internet service provider (ISP) in the United States, with a subscriber base of approximately 3 million users. The case is focused on the management of Linkality’s call center, where approximately 85% of all contact with existing customers takes place. Hal Paden, VP of Operations, is looking for ways to reduce operating costs while at the same time improving service quality levels. Shelly Townsend, the call center manager, proposes a different approach, which includes investment in a new software system. Paden was keen to show cost discipline, particularly in the light of rumors that Linkality was the potential target of a takeover by a larger ISP. At the same time, he pondered whether or not the operational solutions he had in mind were sufficient to solve the call center’s service quality problems, whether or not Townsend’s investment was a good idea, and what else could be done to improve performance.