Case Study: Bangalore Training Services (BTS)
BTS was an entrepreneurial start-up developed by Deepa Anand and Monisha Patel, two recent MBA graduates from the United States who had served internships in the summer with a U.S. call center that was considering setting up operations in India but was unsure how to find suitable employees. Their plan was to offer training to Indian men and women in call center activities such as sales, service, and troubleshooting for electronic goods of all sorts, and then to match those employees to the needs of foreign firms looking to set up call centers. The training consisted of a dozen sessions covering culture, speaking fluency, electronic awareness, buying and service behaviors, and other such basic matters that all call centers required.
Use techniques and tools related to capacity planning including learning curves, bottlenecks, scheduling, and the psychology of waiting, service mapping, and blueprinting.
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