Fitbit Call Center Case Study

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Fitbit Call Center Case Study

Description

 

 

SCENARIO

Fitbit has been around since 2007. Complaints are on the rise as the customer service department is outsourced and only consists of a chat feature. Sales have started to decline as bad reviews increase.

One of the suggestions to boost sales and retain existing customers was to bring customer service back in house. This creates the need for a $2 million-dollar call center to house 60 call, chat, and email agents. You are the financial manager and therefore must review the capital structure strategy for this project, review all the financial risk associated with the project, and analyze the budget to decide if the organization will accept or reject the proposed project.

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