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After attempting the case, users are able to: analyse issues and problems faced by a call centre in Malaysia. Determine the root causes of the problems faced by call centre employees and generate alternative solutions to solve the problems faced by the company and to ensure the sustainability of the business.

This case was about the challenges faced by Daniel, the General Manager of an integrated security protection system company, Secure First (SF). Despite investing in the latest security technologies, conducting a major overhaul of the procedures, introducing an enhanced digital system at the call centre and providing training to the call agents, it was on the verge of losing its important long-term client due to its substandard performance. The client experienced major losses due to break-ins. After a thorough investigation, the problem surfaced in their call centre. Most of the staff were not familiar with the newly adopted system. The circumstances worsened when many of the call centre’s senior employees were tendering their resignations. The case discusses the aspect of employee satisfaction, staff performance that led to the turnover issue amongst employees in a call centre. The case explores what short-term and long-term strategies could Daniel suggest to change the call centre’s course to retain SF’s key account in times of desperation.

This case has a moderate level of difficulty and may be used in undergraduate students.

Teaching notes are available for educators only.

CSS 6: Human resource management.

Entrepreneurship has been one of the major pillars in our economy around the world. Aside from the aspiring and innovative entrepreneurs looking for like-minded collaborators to start new ventures that disrupt the business world, managers are increasingly looking for entrepreneurial graduates to tackle the ever-changing business landscape. There has been increasing consensus that entrepreneurship is not limited to being an attitude or a certain characteristic that one is born with, but a skill that can be developed through education. This can be seen in the sprung of entrepreneurship programs in various educational institutions, as well as dedicated entrepreneurship degrees in higher education. However, the information that each person is receiving can vary depending on their environment, and how they perceive and process the information can also be different. In addition, propensity to take actions to pursue the identified opportunities can also vary. Thus, how can the governments and universities work together in breeding the next generation of entrepreneurs? To answer our research question, we sampled 191 undergraduate students in a private university in Malaysia. We examined the relationship between entrepreneurial orientation, entrepreneurial self-efficacy, emotional intelligence, and entrepreneurial intention. Our findings contribute to future research with a more refined understanding of the factors affecting entrepreneurial intention, as well as practical implications for governments and higher education institutions on how they form an ecosystem in equipping future generations with entrepreneurialism.