In an effort to reduce product returns, a call center Agent contacts the customer to confirm date and time as well as measurements and other specifications for their appliances before delivery. It is important to know if this initiative is effective in reducing losses.

The business imperative was to provide demand forecasts six months in advance and plan resources three months in advance to allot for time to fluctuate resources as demand fluctuates.

A prior analysis determined that shrink wrapped packaging is not strong enough to prevent damage, so changes were implemented. This analysis will determine if the change to packaging help to reduce returns due to damage.

Chat Option was placed more prominently on “Contact Us” To promote Chat, to decrease Call Volume, to reduce the budget. After the Expansion Chat volume increased, Call volume remained the same. This Analysis quantify the effects of the chat expansion on call volume and determine reasons call volume remained steady. Now What?

The Property is a web-community for like-minded individuals who want to share stories, get advice, and learn from each other. The effort of this survey were to identify the audience, any themes, trends, things they would like from us. The purpose of gaining the information was to strategically target customers in marketing and website content.

Compliance with logging customer data was below target. Supervisors determined that agents were having difficulty with faulty devices. A large sample of agents were given new devices October 19th. Is there a increase in agent compliance after the new devices were distributed.

Assisted Selling Reps (ASRs) train store associates on Google products. The ASRs are evaluated on the pre and post test scores of their associates. Was the training effective?

We face a lot of ambiguity as business analysts and it’s our job to clarify the scope, requirements, and business objectives. With a solid process framework, it is easy to hit and supercede the expected impact of the analysis.