Crisis Management Scenarios
For this scenario, you are expected to produce a 10-minute individual presentation answering each of the questions below as they relate to that case study.
The Local Celebrity
You are consulting for a regional call center in Essex that covers 50% of the UK traffic for a telecoms provider, you have been brought in to boost efficiency and motivation amongst the workforce. On Wednesday afternoon, you hear that a book signing by Joey Essex has got the most of the staff very excited and there have been rumours that a few of the staff might call in sick to attend the signing.
On your way into work on Thursday morning the manager of the call center phones you on the way to work and says that of the 50-staff responsible for covering the phones 47 of them have called in sick. With only 3 staff members and 2 managers in the office the manager has no idea what to do and the call center is expected to open in 25 minutes.
What do you recommend to the manager, present the advantages and disadvantages of using this approach.
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