Call Centre Management at InterBank Harvard Case Solution & Analysis

Call Centre Management at InterBank Case Study Help

Blended Group

The pros and cons of blended group routing model, are as follows:

Pros

1. The Customer Service Representative (CSR) would be able to respond to the spikes that have not been predictedin one or more than one channel.
2. It would lead towards high occupancy rate of agents on account of the fact that the Customer Service Representative (CSR) would work as long as there is any customer waiting.
3. It would lead towards an improved efficiency in the blended environment, mostlybecause of an increased visibility of CSRs into the ebb and flow of both calls as well as work performance of agents.

Cons

1. The company would requiremulti skilled Customer Service Representatives (CSRs)in order to receive contact from the universal queue.
2. The requirement of the integrated routing technology for blending groups makes it challenging for the company to choose the blended routing group option.

Task Switching Group

The pros and cons of task switching group routing model, are as follows:

Pros

1. The dependence of the CSRon strongly integrated multi-channel technologies,which are used in routing,is minimal.
2. The task switching group is easy to comprehend and understand for CSRs.

Cons

1. The CSRs might get confrontedwith the situation in which calls are put on wait;whereas, less urgent emails are handled or answered.
2. The company would requirecompetent as well as multitasked CSRs who would be capable of using the multiple medium in order to contact with the customers.

Dedicated Group

The pros and cons of dedicated group routing model, are as follows:

Pros

1. As the company would assign CSR to only one medium; it would lead to the requirement of shorter training sessions.
2. The company could effortlesslyemploy the dedicated and competent group to contact with the customers.
3. The specializing would enable the CSRs to deliver low AHT.

Cons

1. It would be expensive for the company to support the CSR, with the low volumes and/ or spiky traffic patterns.
2. The CSR would be single focused, which would result in limited flexibility to deal with more than one channel.

Set of Recommendation to InterBank

After taking under consideration the evaluation of strengths and weaknesses of all three routing strategies;the company is advised to use task switching group routing model,because of the fact that it is the most widely as well as commonly used model in the industry as a whole.Secondly, it would save the cost of training as it is understandable for the agents or representatives. Thirdly, it would only require an intelligent workforce management system, which in turn would make sure of an effective modelimplementation to gain the desirable as well as favorable benefits from the model, and it would make agents more productive, enabling them to handle multiple types of contacts, including: chat, inbound phone, email etc. (Article : Skills-Based Routing In The Modern Contact Center, 2019).....................................

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