Case Study: Multichoice Africa: managing the queue

Title
Multichoice Africa: managing the queue 

Author
Bendixen, M; Beswick, C 

Pages
6 

Product Type
 

Reference #
403-065-1 

Teaching Note
 

Institute
Wits Business School, University of the Witwatersrand 

Setting
South Africa 

Year
2003 

Keywords
Queuing theory; Call centre management



Summary/
Abstract
It was late on a Tuesday afternoon at the beginning of March 2003. Eddie Moyce, Call Centre Manager for MultiChoice Africa, a multichannel television platform, was examining the results of some recent market research that had been presented that day. The research had shown that while customers who had phoned the call centre were generally satisfied with the service they received, they were dissatisfied with the length of time it took for their calls to be answered. The call centre was strategically important in building and maintaining relationships with MultiChoice customers and the company's senior management had reacted strongly to this finding. They had asked Moyce to investigate the possibility of improving the response time from the current 80:30 to 80:20 or even 90:10. What would the impact of reducing response times be? Would it be possible to reduce response times while staying within budget? Management had recently imposed severe austerity measures on the company, even reducing the call centre's budget in the last two years

 

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