Pregunta de entrevista de McMaster-Carr
Example Case Question: How would you decrease the volume of email requests our agents have to process? This question was posed after being able to connect with live agents taking calls, reviewing the customer management system, and being given an opportunity to ask an agent questions. Each interview has the same format mat: Tour/Interview/Case question about something you saw on the tour.
Respuesta de la entrevista
Anónimo
My answer included describing my approach which was to 1)analyze email data 2) categorize request types by frequency 3) determine if up-stream process changes could be implemented to decrease total email volume. Example - If order tracking information requests dominate the total count of all emails, one solution might include automatically sending tracking information upon completing an order on the phone or online (similar to how eBay buyers can send a fedex tracking number even before the shipment goes out, where the tracking details become available once the items is dropped for shipping)