Call centers are one of the best areas where the efficiency of shift management can be easily and accurately measured.
First of all, average number of inbound agents logged in the system should be retrieved from the system for each half-an-hour in a day. The days for the sample should be selected considering the abnormal situations in order to eliminate the negative impact of any seasonality effect in a period. Two different analyses, one for the workdays and the other for the weekends are also suggested. The timing of lunch time and shifts would be shown as follows. The effect of lunch time and different shifts should be figured out clearly as follows.
The second step should be implementing the number of calls in the figure. The data of in-coming calls and answered calls should be retrieved from the system related to the same days in the sample. Due to the lunch break effect; an increase in the number of in-coming calls and a decrease in the number of answered calls should be seen as follows.
Another way to interpret the same information in a more clear way is to use abandon call ratio in stead of number of in-coming and abandon calls. It would also make this analysis comparable with the sector.
After plugging the sector’s and the company’s own average, the inefficient local peaks should be highlighted as follows.
The result of this analysis would also give some cues about the solution of the problem.
The interpretation would show that the inefficiencies may be eliminated with some little rearrangements in the lunch time, start time or end time of current shifts resulting in decreasing the average percentage of abandon calls.
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