Call Centers Radio Shack 1

8/8/2019 Call Centers Radio Shack 1

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Team 7Aloysius Manoj

Jai Prabhu Shivani



About Radio Shack

Case Overview

Case Analysis Challenges

Take aways



RadioShack Corporation - a chain of electronics retail stores in the UnitedStates, as well as parts of North America, Europe, South America and Africa.

As of 2008, it had 4,653 company-owned stores, 688 kiosks, 8 service centers,and 1,408 dealer outlets

Headquarters - Downtown Fort Worth, Texas

RadioShack's current proprietary brands include RadioShack branded products (parts, adapters, telephones and other legacy/classic

products),

AntennaCraft (outdoor antennas and amplifiers)

Auvio (audio/video cables, LCDTV's, headphones, premium surge protectors and speakers)

Enercell (batteries and power) Gigaware (computer, GPS and iPod accessories, mp3 players and accessories)

Digital cameras, digital camera accessories and digital picture frames

PointMobl (Wireless Phone Accessories).



Pre-2005 Was run by a company called InterTAN, acquired in 2004 by Circuit City. Sued InterTAN one week after the purchase, claiming InterTAN had

breached the terms of their agreement. On March 24, 2005, a U.S. district court judge ruled in favor of

RadioShack and cancelled their agreement, meaning that all 950RadioShack stores in Canada must stop using the brand name in any of their products, packaging or advertising by June 30, 2005.

Post-2005 RadioShack re-entered the Canadian market itself with a Canadian

division. As of September 2006, nine company-owned stores had been openedand 16 dealer stores were operating under the name RadioShack

In January 2007, RadioShack Corporation closed its nine company-ownedstores in Canada in order for the company to refocus its attention andresources on strengthening its core business in the U.S



Till 1999

800 stores across Canada

Calls handles by few individuals & NortelNetworks Meridian Call Center Technology

Trouble keeping up with call volume

1999onwards

Launched e-Commerce websiteRadioShack.ca

Increase in e-mail requests in addition tocalls





Steps taken

Symposium Call Center Server & SymposiumWeb Center Portal

Hired new staff and upgraded agent skills

Result

Staff turnover drastically decreased because of diversetasks

Achieved service target of answering minimum 80% callswithin 45 seconds

Abandoned call rate decreased to 10% from 30%

E-mail off -loaded some high volume of requests

Improved customer satisfaction



Transition from voice to e-mails

10%

15%

50%



Identifycalls by

type

atc t ecall/e-mailt skillset

R ute t anappr priate

agent



Powerful, skill-based routing

Total call tracking

Complete customized reports

Round the clock reliability



Skills required

1. Empathy2. Problem solving skills3. Language skills4. Product/Process Knowledge

Flexible skill based routing





How to handle calls after the introduction of

e-commerce site?

Increase in call volume The inefficiencies in the existing setup

The skillsets of the agents

Inadequate response to customers

Higher rate of call abandonment - Lowservice levels

Very high staff turnaround



Change the system to handle business or

market expansion

Reassess employee skills with expansion Improve employees to scale up abilities and

move ahead in learning curve

Utilize technology to the fullest extent



Inadequate response to customers

THANK YOU

Documents

Call Centers Radio Shack 1