BSBFIM601: ABC Contact Services – Case Study - Management Assignment Help

Assignment Task 

The Compan ABC Contact Services Pty Ltd (proprietary limited company registered with ASIC) is an Australian-owned and operated contact Solutions Company, with headquarters in Melbourne, Victoria. Founded by Ms Jacinta White in 2016, offering a range of contact centre services to small to medium businesses, ABC employs a team of customer service and support specialists highly experienced in the industry.

ABC is governed by a Board of Directors, who oversee operational compliance and provide guidance and support to the CEO and Executive Team. The company has been successfully operating since January 2016 and has grown its customer base by an average of 25?ch year, with a brand that is now synonymous of efficiency, quality, and exceptional service.

ABC Contact Services provides reliable reception, contact handling and customer support services at affordable rates to SMEs requiring efficient and affordable solutions for their contact management needs.

The 3-level contact centre facilities at Collins Street, Melbourne, includes comfortable office spaces, two conference rooms, and a state of the art call centre with capacity for 50 staff.

 Our call centre operates 24/7, providing inbound contact management for a range of industries, business types and service structures, both B2B and B2C. Our team of highly qualified customer service and support specialists can provide reliable and high-quality services in a timely and cost-effective manner.

 Our complete contact centre software system Noda Contact Centre supports the delivery of a total virtual reception service, tailorable across the following elements:

• Live Virtual Reception Services
• Mobile Workforce services
• Call Overflow
• After Hours Service and Public Holidays
• Appointment setting and calendar management
• Scripted customer support and escalation

Our Vision, Mission and Values

Vision Statement

ABC Contact Services’ vision is to be the industry leader in providing efficient, reliable and affordable contact management solutions to our clients.

 Mission Statement

Our aim is to establish ABC Contact Services as the company that always exceeds expectations, through:

• Consistently delivering quality services
• Optimising quality to ensure efficiency and reliability
• Providing a range of affordable services to our clients

 Values

At ABC Contact Services we value:

• • Quality
  • Integrity
  • Accountability
  • Respect for diversity
  • Innovation

Continuous Improvement Organisational Structure Chart

The list of organisational roles within each Department is as follows:

Governance

• Board of Directors x 5
• CEO

Finance

• Finance Manager
• Finance Assistant x 3

Systems and IT

• Systems & IT Manager
• Systems & Network Manager
• Contracts Manager
• Quality Assurance Officer

Contact Centre

• Contact Centre Operational Manager
• Call Centre Floor Managers x 3
• Call Centre Team Leaders x 6
• Customer Support Agents x 42

Human Resources

• HR Manager
• HR Assistant

Sales & Marketing

• Sales & Marketing Manager
• Sales & Marketing Officer x 3

Situation analysis

Market share

ABC’s current market share of B2B contact services contracting in Australia is 3%. The company has been successfully operating since January 2015 and has grown its customer base by an average of 25?ch of the two years in operation.

 The number of Small Businesses in operation in Australia in 2016-17 was 2,116,708. This was up 2.4% over 2015-16.

 Financial health

Having just passed 3 years since beginning operations, ABC’s financial health is steadily improving from the start-up phase in the first year in operation.

 In 2017, sales income increased to $ 11,613,600, costs increased to $ 10,441,656, with a net profit (pre-tax) of $ 521,944. Cash flow, tax, and other financial health checks on the year’s financial data found no inconsistences and the organisation is managed well and in good overall financial health

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