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Contact Centre Operations: Staff Requirements for Customer Calling Patterns

Analyzing customer calling patterns in the contact center, focusing on ISP and assurance services. Insights into staff requirements per half hour, implications of working schedules, and the need for continuous operations.

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Contact Centre Operations: Staff Requirements for Customer Calling Patterns

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Presentation Transcript

  1. Contact Centre: HOW 24th Feb 2014

  2. Background • Customer patterns – ISP and Assurance • Staff Requirement • Implications

  3. Customer Calling Patterns

  4. Staff Required Per Half Hour – Assurance/ISP • Total staff we have 372

  5. Staff Required on Thursday

  6. Staff required per half hour – Assurance/ISP It means about 300 agents will be expected to work on Saturday (80% of the total staff)

  7. Staff required per half hour – Assurance/ISP It means about 170 agents re expected to work on Sundays based on 550 AHT (46% of the total staff)

  8. Implications • Staff working six days a week is a reality • We can’t afford day offs during the week

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