Emergia: Driving Profitability on Help Desk Contracts
Posted: 28 Feb 2012
Date Written: January 30, 2012
Emergia wants to keep its customers happy with its contact center service, but the margins on the help desk contract are dangerously low. Can Miguel Neira, the COO, increase margins while preserving the customer relationship?
Learning Objective: This case can be used to teach students how to develop time equations to estimate the cost of activities in a firm. The dataset that complements the case helps students learn how to use regression analysis to estimate time equations. Finally the case can be used to discuss performance measurement and incentives in customer-supplier relations and the implications of off-shoring in the context of call centers.
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