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Team 7Aloysius Manoj
Jai Prabhu Shivani
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About Radio Shack
Case Overview
Case Analysis Challenges
Take aways
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RadioShack Corporation - a chain of electronics retail stores in the UnitedStates, as well as parts of North America, Europe, South America and Africa.
As of 2008, it had 4,653 company-owned stores, 688 kiosks, 8 service centers,and 1,408 dealer outlets
Headquarters - Downtown Fort Worth, Texas
RadioShack's current proprietary brands include RadioShack branded products (parts, adapters, telephones and other legacy/classic
products),
AntennaCraft (outdoor antennas and amplifiers)
Auvio (audio/video cables, LCDTV's, headphones, premium surge protectors and speakers)
Enercell (batteries and power) Gigaware (computer, GPS and iPod accessories, mp3 players and accessories)
Digital cameras, digital camera accessories and digital picture frames
PointMobl (Wireless Phone Accessories).
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Pre-2005 Was run by a company called InterTAN, acquired in 2004 by Circuit City. Sued InterTAN one week after the purchase, claiming InterTAN had
breached the terms of their agreement. On March 24, 2005, a U.S. district court judge ruled in favor of
RadioShack and cancelled their agreement, meaning that all 950RadioShack stores in Canada must stop using the brand name in any of their products, packaging or advertising by June 30, 2005.
Post-2005 RadioShack re-entered the Canadian market itself with a Canadian
division. As of September 2006, nine company-owned stores had been openedand 16 dealer stores were operating under the name RadioShack
In January 2007, RadioShack Corporation closed its nine company-ownedstores in Canada in order for the company to refocus its attention andresources on strengthening its core business in the U.S
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Till 1999
800 stores across Canada
Calls handles by few individuals & NortelNetworks Meridian Call Center Technology
Trouble keeping up with call volume
1999onwards
Launched e-Commerce websiteRadioShack.ca
Increase in e-mail requests in addition tocalls
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Steps taken
Symposium Call Center Server & SymposiumWeb Center Portal
Hired new staff and upgraded agent skills
Result
Staff turnover drastically decreased because of diversetasks
Achieved service target of answering minimum 80% callswithin 45 seconds
Abandoned call rate decreased to 10% from 30%
E-mail off -loaded some high volume of requests
Improved customer satisfaction
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Transition from voice to e-mails
10%
15%
50%
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Identifycalls by
type
atc t ecall/e-mailt skillset
R ute t anappr priate
agent
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Powerful, skill-based routing
Total call tracking
Complete customized reports
Round the clock reliability
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Skills required
1. Empathy2. Problem solving skills3. Language skills4. Product/Process Knowledge
Flexible skill based routing
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How to handle calls after the introduction of
e-commerce site?
Increase in call volume The inefficiencies in the existing setup
The skillsets of the agents
Inadequate response to customers
Higher rate of call abandonment - Lowservice levels
Very high staff turnaround
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Change the system to handle business or
market expansion
Reassess employee skills with expansion Improve employees to scale up abilities and
move ahead in learning curve
Utilize technology to the fullest extent
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Inadequate response to customers
THANK YOU