Cross Training - Is it a Panacea for all Call Center Ills?

摘要

Arriving at an optimal schedule for the staff and determining their required skills in a call center is imperative to balance the conflicting requirements of delightful customer experience, high employee satisfaction and low cost. Due to the complex nature of contact centers, researchers have been moving from analytical modeling to simulation modeling. We have modeled a call center using our in-house discrete event simulation tool called DESiDE. In this paper we take a multi-skilled call center and carry out sensitivity analysis of the centers performance to cross training, handle time distribution and call-to-agent allocation criteria.