In order to construct a method of management principles applicable to customer service operations, WTCG will determine the most cost effective ways to meet the demands of the community through primary and secondary research, surveys, and focus groups. Surveys and focus groups will be targeted towards the FHSU Students and the local community and rural call centers.
The combined research will show cellular customer needs and desires, as well as the needs of the service. This study will show past trends of other customer support centers and the differences between the methods that have been employed as alternatives to our recommendations and the cost benefits of both.
In addition the study will:
- Determine the most cost effective ways to satisfy the community in terms of quality and service.
- Answer questions about the needs of the community in terms of customer usage, times that customers use their service the most, and what they use their service for.
- Determine the general attitudes of the community as relates to customer support centers.
- Outline the differences between call centers in rural and urban markets.
The Call Center Survey will evaluate common procedures used in rural call centers. If you work in a call center please take the survey. You will also be able to review the results of the survey after its completion in May. Survey is now closed by date. WTCG would like to thank all participants of the rural call center survey. (See Results).
The Group Administered Survey is targeted toward cell phone users and their experiences with customer service. This survey is primarily administered to FHSU students; but If you own a cell phone you may also take this survey as well. Survey is now closed by date. WTCG would like to thank all participants of the cell phone survey. (See Results).
The Focus Groups are one hour sessions in which we will discuss customer service as relates to call centers. This is a chance for the Fort Hays State University community to voice their opinions about the kind of service they would expect. Refreshments will be served. For the location and schedule please (Read More).
Western Technology Consulting Group is a fictional consulting company set up by students to meet our graduation requirements. (Read More).
If you have any questions regarding the surveys, how the information is being used or presented, or simply have any comments to make please feel free to contact us. (Contact us).