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 ...