Call Center staff modeling:
Call center management is one of the most difficult experiences one can face. The number of variables that can and often do impact production and work experience can be a nightmare. Even using the latest modeling tools designed after the Erllang mathematical models, isn̢۪t enough to even begin to address the wide variabilitiy evident in a call center.
Another method of modeling available is based on variables that can be entered into a computer system and ran through a simulation. These simulator programs, if designed correctly, can provide a much better forecast and service level expectation than the earlier, simpler mathematical Erlang type models.
Programs like Crystal Ball allow the desing of a call center with many variables considered. These variabiles could include, agents logging in and ready for calls, bathroom breaks every x number of minutes etc. The more complex the model created, there is a greater likelihood of better accuracy. Issues like: call volume that̢۪s never static, call spikes, load carrying capacity, wait times etc. can all be modeled.
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