24/7 Customer: A Profile of Call Center Operations

by: C.K. Prahalad, M.S. Krishnan

Publication Date: January 19, 2010
Length: 12 pages
Product ID#: 1-428-833

Core Disciplines: Information - Technology & Management, International Business, Strategy & Management

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This profile provides an in-depth analysis of 24/7 Customer, a business process outsourcing company that exemplifies many of the tenets that can be found in the book The New Age of Innovation, by professors CK Prahalad and MS Krishnan. 24/7 Customer has managed to harness the power of predictive analytics to provide value for its clients and those client’s customers. Students will learn about changes in the IT outsourcing industry and the keys to the success of 24/7 Customer’s model. Also the profile looks at the challenges of continuously innovating to provide cutting-edge customer service, improve sales, and optimize talent internally.

Teaching Objectives

After reading and discussing the material, students should:

  • Describe appropriate business terms and principles appropriate to this case,
  • Apply critical concepts from earlier learning to define a solution to the case,
  • Successfully articulate data and information in support of the solution proposed,
  • Critically analyze and discuss other responses and solutions to the case,
  • Draw lessons from the case analysis.