From: helena21 @ martelsoft.com
To: kimura@ martelsoft.com
Subject: Today’s Meeting
Date: July 27
Dear Mr. Kimura,
Senior management decided in a meeting today to make changes to our present customer service system. We currently average over 4,000 customer calls per day to our Fargo city call center, but have only 85 personnel to deal with these. The lack of staff has led to longer phone waits for help, resulting in customer dissatisfaction. To maintain our reputation, this situation must be resolved.
Operations Head Margo Patterson recommended hiring up to 50 more personnel in the Fargo center. Chief Financial Officer Ricardo Gomez, however, warned that hiring more staff would place an additional cost burden during a period when we are already experiencing financial losses.
After some discussion, it was tentatively agreed to utilize the low-cost alternative of shifting all of our customer service facilities overseas. We had Bangalore, India, in mind since many North American companies are already operating there. Mr. Gomez believes that solution would save us up to $150 million in costs in the first year alone.
Contact me as soon as possible so we can make plans to speak with appropriate companies or consultants who can help us to do this.
Best Regards
Helena Greene
Senior Vice-president
Martel Software Inc.
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