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Turnover case study pdf

After a wait of 3 long hours, it was my turn to enter the interview room. Having worked on a project for ITC in one of the core courses, I was able to crack the problem with relative ease. I started with the total number of factories of ITC in India. From there, I calculated the number of cigarettes manufactured by ITC in a year with the help of average turnover time. Finally, I got the number of cigarettes consumed per month in India which convinced the panel. Questions like these are very common in analytics and management consulting interviews.



There are no rows of service agents robotically responding to random calls as quickly as possible. Instead, T-Mobile relies on colocated, collaborative teams of reps who manage specific accounts in a given locale, with a focus on autonomous problem solving. Reps get more-comprehensive training, managers get more time for coaching, and team members are evaluated on group performance as well as individual performance. The results are impressive: In three years, T-Mobile has dramatically reduced its customer churn rate, cost to serve, and employee attrition and absenteeism. Its Net Promoter Score is way up too. Other companies might likewise benefit from similar efforts to rethink standard industry practices. In most big companies, customer service feels like a factory floor, with rows of reps all working in isolation and racing to minimize call handle time.

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