Pre-seen analysis - Part 3 - Outsourced Call Centres and KPIs
Taught by Stuart Murphy · AI tutor support included
You’ll learn how to analyse outsourced call centres in the CIMA Strategic Case Study (SCS), including the strategic implications of acquisition, divestment and overseas operations.
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In this lesson
- 0:00 SCS Outsourcing Strategic Analysis
- 1:09 Overseas Acquisition Ethics And Risks
- 3:32 Divestment Duties And Strategic Risks
- 5:20 Building Recall For SCS Exams
- 7:19 Why Businesses Outsource Call Centres
- 10:46 CIMA Blueprints And KPI Translation
- 15:03 Performance Management: Measure, Compare, Improve
- 18:49 AI Monitoring, Bias And Big Data
- 22:27 KPI Conflicts And Balanced Scorecard
- 25:18 AI, Growth And Staffing Decisions
About this lesson
The lesson links critical success factors to KPIs such as first-call resolution, customer satisfaction and average handle time, while exploring performance management, conflicting measures, AI and data protection. You’ll also learn how to apply these ideas when evaluating strategic decisions in the exam.
Duration: 28m
Transcript
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