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Using a GRID to compute a call centres operational resourcing plan

IP.com Disclosure Number: IPCOM000022112D
Original Publication Date: 2004-Feb-25
Included in the Prior Art Database: 2004-Feb-25
Document File: 1 page(s) / 57K

Publishing Venue

IBM

Abstract

Scheduling Call centre resources is a major headache for any operations manager. This article presents a concept of utilizing the available call centre operator terminals as GRID compute resource to calculate the resourcing schedule.

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Using a GRID to compute a call centres operational resourcing plan

Call centre staff scheduling using a GRID computing network

Call centres are all faced with the issues involving scheduling staff to meet demand for calls, it's a fine balance between having too many staff which would lead to a higher wage bill, (on average 60% of operations costs are consumed by staff salaries), versus having too few and therefore the missed call rate increases.

    Some larger call centre operations have linked together centres with a view of handling ever-changing demand. This works to some extent but is heavily dependent on the pricing model utilised to whether it is actually efficient. Other constraints in a full telephone marketing operation would be outbound calls, these might require certification or skill levels, and add the scheduling complexity. So it might be reasonable to plan an outbound marketing campaign, which will achieve so many calls per day but will require certain staff. The problem can be further compounded by the need to predict how to seat staff, teams should be placed together to help with moral and training issues, but typically changes in staffing levels cause operators to be dispersed over the floor and this is unhelpful.

    Many pieces of software exist to help operational staff to resolve the problem. Equally, only one experimental system solves the additional problem of scheduling where to sit operators.

    Given that in a typical call centre each operator is working with a PC type device, and that it is extremely unlikely all of these terminals are 100% computationally saturated we propose a system which by utilising a standard GRID compute toolkit (such as the Avaki* product...