Call Centre Management at Interbank

Group Case Analysis

Call centre Management at Interbank

Discussion Questions

1. What is the current capacity and capacity utilization of Susan team’s?

On the data given ay Exhibit 1 we have on average , 1300,6 required call capacity. This is for Tuesday-Thursday. Based on the Exhibit 4 that refers to the distribution of the calls we can estimate the required capacity for each day.

The days of Tuesday-Thursday represents the 55.5% of the weekly calls.

So 1300,6x3=3901,8 are the total calls these three days.Then based on the exhibit we calculate the required capacity per day.

Matrix A

Days Required call capacity.

Monday 1.672,9897

Tuesday 1342,60938

Wednesday 1251,30726

Thursday 1307,49318

Friday 1455,0792

Now we take a different approach. We take as production measure the capacity of the existing group of employes.Based on Exhibit 3 they can serve 1164.3+68= 1232,2 calls per day.(we consider that the employee F can serve 68 calls per day based on exhibit 3).This mean that per 30min interval can serve 1232,2/15=82,147 calls.

Our average required call capacity per day based on the above table is 1405,8987.

So capacity utilization is the rate of current capacity to required capacity,and is equal to 114%.

2. How should Susan reorganize her division in order to achieve no abandon calls?

Each day has different required capacity at peak hours.Based on the exhibit 5 we calculate the contribution of each 30min interval on the total per day calls.Then based on the estimated daily required capacity (Matrix A)we calculate each day’s peak hours and required calls on this interval.(Table 1).Then we observe the April 9-11 days.(Table 2).We calculate each employee call capacity per 30min interval based on exhibit 3 .We observe that when the call centre worked at utilization level of 72% there were no abandon calls.So we consider as optimal utilization level 70%.(Employee F was sick these days).

Then we estimate for each day the capacity required at the optimal level of utilization.(Table 3).We need to cover these intervals. This table show us the amount of calls we have to cover in order not to have abandon calls.

Then for every day we calculate if we can cover the optimal required capacity and if no how many employees we have to hire.Our existing workforce can serve 82,147 calls per 30 min interval.Now based on Exhibit 3 each new employee we hire can serve 68 calls per day or 4,533 calls per 30 min interval.

Now we check each day individual.

On Monday we have to cover the peak hours in order not to have abandon calls.On 10:00 we required based on Table 3 153,6235352 calls.Our existing workforce can cover 82,147 calls ,so we need 71,4775352 calls to be covered.Assuming that each newcomer can serve 4,533 calls per 30 min interval we need 16 new employees on Monday.

With the same way we calculate that we need each day:

Monday: 16 employees

Tuesday:10 employees

Wednesday:8 employees

Thursday:9 employees

Friday:12 employees

So we decide to hire 8 full -time employees and 8 part time employess that they will work 2 days per week and their contract will be month to month.On Monday all of the part time employess ,4 of them on Friday, 2 of them on Tuesday and ,1 of them on Thursday.

These calculations are made based on the the fact that we consider that the existing and the new FT employees month to month will increase their performance through training,so every month we will check our level of capacity and we will release any over-needed employee.

But in order to have immediate results we have to follow the above plan.

(The allocation of the breaks and the lunch hour is succeeded ,if we cover the peak time of each day on the required utilization level.We didn’t refer the allocation layout on this project ,because