Managing service resources Essay Example | Topics and Well Written Essays - 1750 words - 1

Managing service resources - Essay Example Medi-Call as a firm, works with the reception of three main categories of calls from its clients. This include, emergency calls, which would be considered as the most vital of all the firms operations, as they result to having the firms agents being on the phone, for an average time of thirty minutes. This however goes further to be spread over to a greater number of calls, whereby the customer, the client’s family, or even the neighbors are at times involved in the entire calling procedure. Technical enquiries, as well as reassurance calls, are also part of the buildup that the firm consists and works with (Treas, 2010, 68). Technical calls normally come from new customers, as they are normally not certain, or rather used to the operation of the equipment in use. Technical calls last to approximately five minutes, as they are brief, and to the point. On the other hand, reassurance calls revolve around the effort of the firm. How exactly is this? Medi-Call advocates for its clients to make a call to the overall call center, with an aim to ensure that their equipment still work accordingly, and in line with what is expected of them. This particular category of calls varies in their time span, with most lasting to approximately six minutes. This is because, some of Medi-Calls clients spend a lot of time alone, and end up using this opportunity to strike long conversations on the phone, letting their bottled thoughts out (Lovelock, 2012, 82 ). Elderly institutions should not be overcrowded as this would be hard for them to have free space and disease that are contagious can be transmitted through various factors such as air that is in low supply. Competition for basic needs such as water and other needs such as towels and washrooms may not be adequate. Large numbers would cause death, as nurses may be unable to account for each elderly person on time. The high number can increase the lack of