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Essay on The Effectiveness of the Planning Function
Easy assembly, easy access, easy on and easy off. We're so accustomed to these clichés that the word “easy” has lost much of its meaning. Yet it is at the core of any efficient call center operation. Although processes, technologies, and agents have evolved significantly to meet changing demands, a long-standing tenet of call center management hasn't changed: getting the right contacts to the right places at the right times, and in the easiest manner possible. Accessibility — often referred to as service level — is as important as ever, particularly in competitive organizations such as catalog companies (D’Aveni, 23).
Reviewing the following principle often and incorporating them into both strategic and day-to-day operational decisions will ensure that the effectiveness of the planning function in call center.
Categorize contacts correctly
Service level is often used in a general sense to refer to an organization's responsiveness to customer contacts. Differentiating between service level and response time is essential because base staff calculations vary for these two major categories of contacts (D’Aveni, 25).
Apply appropriate queuing calculations
Because of random call arrival, for those contacts that must be handled when they arrive, you must predict base staff requirements by using either a queuing formula that takes random call arrival into account or computer simulation, which is more flexible for analyzing complex, contingency-based environments, such as skills-based routing...........
