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Call Center Management at Interbank Case Solution

Question # 1

Call Centers use two types of blends to deal with the customers and give the quick response. Here the call center, interbank, uses two types of systems:

Inbound: This helps the company in receiving calls from customers

Outbound: Assistsin making calls to customers

Call Center interbank mainly has two main functional areas:

Customer service:Directly deal with the customers

Data Entry:Collects data and enters into the system

Capacity Utilization:

The capacity utilization is a level to which the productive capabilities of a plant, firm or a country is being used in the generation of goods and services. Capacity utilization rate is usually expressed in percentage and it is computed by dividing the total capacity with the entire portion being utilized.

In the case of Susan's team, while considering the daily schedule for CSRs (CSR Utilization file from Excel sheet), Employees who work for two hours per day will be able to attend 60 calls per day, if any employee who works for four hours per day can receive 120 calls. If an employee work for 6 hours, then he will be able to attend 180 calls per day and so on. That means every time spent by the employee can increase the total number of calls. Total ratio of Capacity utilization is 88%. Since a significant portion of the representatives was sick (F which demonstrates wiped out workers), and not going to their occupation, and some of them were worked half-time (F1) and get half pay. Another explanation behind less usage limit of time is lunch break (the greater part of the representatives use their time in the unpaid lunch break) and those workers who did notgo for their lunch break got 15 minutes pay and worked for 15minutes extra.

Analyzing the results of calls per day:

According to the call statistics measure from excel, workers experience an increase which straightforwardly enhancestheir performance. A worker who has less than one-month experience can gofor 68 calls for every day, whereas a worker who has one month experience can gofor 114 calls for every day, and workerswho have two months experience can attend123 calls for each day. If an employee's experience is of 32 months, then he/she will be able to attend 393 calls per day (including lunch break if an employee goes for lunch still he/she can participate in the maximum number of calls)and so on. On average, every representative shows 166 calls for each. If we measure aggregate usage rate is 76%, 24% not as much as full use. This demonstrates workers go to less call than standard set by the organization. As: Average actual calls per day (A) were 200 and standard calls were 249 then average utilization rate is 80%, in another case if average real calls (B) were 99 and regular call were 114, much lesser than a standard set by the company and average shows of 87%. In F case actual is zero and standard are 68, that means employees were unable to attend a single call on that particular day.

Question # 2

As per the given data in (Re-organize division "excel sheet"), in the half-hour ending (as 6:30 am), employees answered total 22.7 calls, and a number of delayed calls were 5.7, average delay per the second Cal was 21.2 and number of abandoned calls were 1.3. In another half ending (say for 7:00 am), thetotal number of answered calls was26.7; some delayed calls were 10.7, average delayed calls per second were 28.6 and thetotal number of abandoned calls was2.7. Results show that when the number of answered calls increasesthen it increases the delayed calls (per second) as well as increases the number of abandoned calls.

After the analysis(at the first half an hour 6:30 am) if thecall ratio per minute is of 1.32, and total portion of abandoned calls is of 6% and desire call ratio is 1.40 then re-organizing the division will become 21.47. In the second half an hour if call rate per minute is of 1.12 and portion of abandoned calls ratio is 10%, and desire call ratio is of 1.24 then re-organize division will become 24.25. As some call ration per period decrease, then want calls rate will increase and will increase re-organize division. If the call rate per minute decreases, then it will decrease the desire call ratio and reduce the re-organize division. Susan should decrease the call ratio per minute, because decreasing call ratio will directly increase the desire call per minute

  • Susan should reduce the call ratio per minute because falling call rate will directly increase the call you want per minute.................................

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