The SME Service Desk
unconventional
India-specific
Set in India; the figures and context are India’s.What this case is about
Your client, Bharat Business Council, is an Indian chamber of commerce that supports businesses. It operates a customer service call center and wants to streamline its operations as business activity grows. How should it improve the service it provides?
Objective
Recommend an integrated operating model that can handle expected growth in enquiries while improving access, resolution quality, turnaround time, and employee effectiveness.
Skills this case tests
Structuring the problem
Communicating clearly
Judgement and recommendation
Reading the data
This is an interview practice scenario. Figures in the brief are case inputs, not current market research.