Call Centre Management


Managing a call centre effectively, to maximise value, is an optimisation problem. The two main elements of cost are staff (usually the largest cost) and telecommunications. The third variable in the optimisation is the level of customer service required. In order to optimise cost it is usually best to decide the standard of customer service required and then cost-optimise staffing and telecommunications to achieve that standard.

Two of the many call centres that our consultants have optimised are the inbound call centres of two of the largest financial institutions in the world. In both cases the customer service level was set so that incoming calls would be answered before the end of the third ring for nine out of ten calls. Achieving this speed of answer objective was the optimal result. A speed of answer objective that was shorter would entail unnecessary staffing expense; a longer speed of answer objective would mean poorer customer service. Staffing levels were designed to meet the speed of answer object as closely as possible taking into account the traffic peaks on an hourly, daily, and weekly basis.

A second level of optimisation is required with regard to trunking. No more trunks are required than those that will handle the peak load with the possibility of an all trunks busy condition occurring for less than 1% of calls. This would be optimal. Too many trunks would mean a wasted costly resource; too few trunks would mean a loss of inbound calls and lowering of customer service levels.

Our consultants have developed numerous plans for the set up and operation of optimised call centres and are experts in this field.

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To learn more about what we can do for you, call us on +44 203 586 4266.