Page 34 - HCS-CC_TELUS
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Student Supporting Notes
• Customer - Why CC exist, To serve the customer
• Agent/CSR - The voice of the Company, Most vital Role – talking to the customers,
Desktop is their “cockpit”, The “Brand”
• Supervisor/Team Lead - Manages a pool of Agents and/or Experts, Team Leader,
Monitors the “gauges” daily – “Air Traffic Controller” Driving CC operational
performance – Analyzes data daily
• CC Director of Operations - Oversees all facets of the CC, Overall Responsibility. “the
buck stops here” Strives to achieve a balance of scales (Efficiency/Effectiveness)
• Expert - Subject Matter Expert, Virtual Expert, Deep Product or Service knowledge &
experience, Connects CC to the Enterprise
