Call Center Management at Interbank Case Solution And Analysis, HBR Case Study Solution & Analysis of Harvard Case Studies

Question # 2

As per the given data in (Re-organize division "excel sheet"), in the half-hour ending (as 6:30 am), employees answered total 22.7 calls, and a number of delayed calls were 5.7, average delay per the second Cal was 21.2 and number of abandoned calls were 1.3. In another half ending (say for 7:00 am), the total number of answered calls was 26.7; some delayed calls were 10.7, average delayed calls per second were 28.6 and the total number of abandoned calls was 2.7. Results show that when the number of answered calls in creases then it increases the delayed calls (per second) as well as increases the number of abandoned calls.

After the analysis (at the first half an hour 6:30 am) if the call ratio per minute is of 1.32, and total portion of abandoned calls is of 6% and desire call ratio is 1.40 then re-organizing the division will become 21.47. In the second half an hour if call rate per minute is of 1.12 and portion of abandoned calls ratio is 10%, and desire call ratio is of 1.24 then re-organize division will become 24.25. As some call ration per period decrease, then want calls rate will increase and will increase re-organize division. If the call rate per minute decreases, then it will decrease the desire call ratio and reduce the re-organize division. Susan should decrease the call ratio per minute, because decreasing call ratio will directly increase the desire call per minute

Susan should reduce the call ratio per minute because falling call rate will directly increase the call you want per minute
Susan should give more incentives to her employees to enhance the performance of the employees (including 15 minutes paid wages)
For decreasing the number of abandoned calls, Susan should reduce the number of calls per period
Moreover, she should review the performance of her employees and take feedback from them and organize check and balance system in the organization
Susan should redesign call centers; for example,an employee attends calls in the morning and in the second shift (afternoon), the employee responds to emails.

Question # 3

Strategies

Pros

Cons

Blended Environment

ü Help in reducing time

ü Increase productivity

ü Revenue increase

ü Automatic system (increase the cost)

ü Technological barrier

Dedicated Environment

ü the task will be divided

ü Speed and accessibility (access all emails and calls very efficiently)

ü Cost and maintenance

ü Increase in cost can decrease wages of the employees

Task switching environment

ü Increase productivity due to specific task assign to each employee

ü Productivity may increase flexibility

ü Effectiveness might decrease because of divided work

Blended environment which will help company in reducing time per call and in return increase the productivity in terms of calls per day and also decrease abundant calls. As for as, when call per hour, week, or a day increase then revenue per call will also increase.

By introducing blended environment, then the automatic system of answering the calls (new technology) which will in return increase the cost for the company.

There are some of the advantages and as well as disadvantages of dedicated environment: due to dedicated environment roles, duties and tasks will be divided per person. If employees were asked to answer the calls only before lunch break and after lunch break do check email and answer those emails.

Disadvantage is that: it may increase cost of maintenance (call canter and technological system) in return it will decrease the wages of employees.

Task switching environment which will increase efficient productivity because every employee asked to wok accordingly may increase productivity and flexibility during work.

Effectiveness might decrease because employee will bound to particular task.

In my opinion, task switching is a better option because in this way, every employee gives attention to his or her assigned task and it may increase productivity because of less burden on employees (increase satisfaction can lead towards an increase in revenues)

Exhibits: 1