An Integrated System Approach to Improve Call Center Performance

Huang Qin

Abstract

Call centers will add most value to enterprises if they operate with high efficiency, which brings about the necessity of cutting cost while maintaining a desired service level. In fact, workforce scheduling and management has been identified as top ten challenges facing call centers in 2014. This paper aims to understand the current methods deployed in improving call center performance. It will develop an integrated approach using simulation, optimization and multi-criteria decision making (MCDM) methods to improve multi-skill call center performance through staffing management and support decision making in inbound call center operations and staffing strategies. It starts with simulating an existing call center. Then it uses simulation to find the minimum requirement for number of agents to satisfy the target service level using heuristics. The outputs from the simulation are then passed into an optimization model in order to solve for the most optimal staff scheduling for the multi-task call center. A few staffing strategies are then formulated and compared using Multi-Criterion Decision Making process and put through the Analytic Hierarchy Process (AHP) in order to assist the call center manager in decision making.