Infrastructure and Technology Enhancement
In the Boost Mobile Call Center
Managerial Applications of Information Technology
DeVry University, Keller Graduate School of Management
February 16, 2014
TABLE OF CONTENTS
COMPANY BACKGROUND 3
BUSINESS PROBLEMS 4
HIGH-LEVEL SOLUTION 5
BENEFITS OF SOLVING THE PROBLEM 8
TECHNICAL APPROACH 8
HIGH-LEVEL IMPLEMENTATION PLAN 9
CHANGES TO TECHNOLOGY 10
SUMMARY OF RECOMMENDATIONS 10
A call center is defined ...view middle of the document...
Boost Mobile, one of Sprint’s award-winning prepaid brands, offers wireless phones and services with no long-term contracts. Boost Mobile redefines value for wireless consumers with its Monthly Unlimited with Shrinkage no-contract service, where the longer you stay the less you pay with on-time payments for unlimited voice, text messaging, Web, email and calls to 411.
Boost Mobile offers nationwide service on the Sprint Nationwide Network, reaching more than 281 million people, with no activation or long-distance fees. Boost Mobile offers a selection of quality handsets from LG, Motorola, Research In Motion (RIM), Samsung, Kyocera and ZTE, ranging from entry-level to Android™ smart phone devices available nationwide at nearly 20,000 major retail stores, including Best Buy, RadioShack, Target, Family Dollar, Walgreens and Wal-Mart, Sprint retail stores, independent wireless dealer locations, and on HSN, a leading TV home shopping network. Re-Boost® cards are available at approximately 100,000 locations throughout the United States. Experience Boost Mobile on the Web at MySpace, Face Book and Twitter; and purchase products at www.boostmobile.com.
Based in Irvine, California, Boost Mobile, LLC, a subsidiary of Sprint (NYSE: S), is a lifestyle-based telecommunications brand focused on offering premium Pay-As-You-Go wireless phones and voice data services to the youth market. Since 2002, Boost Mobile’s quality products and unique branding efforts, which fuse action and urban sports, music, fashion and entertainment, have enabled youth to boost their lifestyle and status, build stronger connections and achieve greater independence. Boost Mobile is now recognized as a brand that embraces diverse youth culture, lifestyles and interests. Boost brand recognition among American youth has generated rapid success, making it one of the fastest growing wireless services in the U.S. Boost has more than 4.5 million customers and is available nationwide where approximately 250 million people live, work and play. Boost-branded wireless phones with its exclusive Nationwide Boost™ Walkie-Talkie service and Re-Boost™ cards are available at locations where youth prefer to shop, including national retailers and convenience stores, and merchants that focus on fashion, music and action sports-related activities. The one unvarying issue that has been linked to Boost Mobile is the customer service from the call centers.
The lack of infrastructure and technology in Boost Mobile Corporation call centers are affecting four vital areas. Those areas are Workforce Management which covers (Agent absenteeism, Staff attrition, and Agent engagement), Quality Management which entails (Agent engagement, Flat structures), Technology Management (Poor first-call-resolution rates, Inability to improve performance levels Poor integration, soaring number of dropped calls), Reporting and Communications (Employee and...