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......
Join Now or Login to view the rest of this paper.
Approximate Word Count: 777
Approximate Pages: 3 (260 words per double-spaced page) |