ORMAE

    Contact Us
    Contact Us
    Menu

    Call Center Workforce Optimization

     

    Cutting-edge OR solution to optimize resources and improve customer service

    About the customer

    The service centre of a national-level telecom carrier that had a reputation for prompt attention to customer queries. The carrier was in the midst of expanding its call center capacity.

    Business Problem

    The client’s had two specific requirements for its new capacity expansion:

    • Identify the optimal number of employees with the right skill sets for the tasks.
    • Ensure the employee costs are minimum.

    Our Approach

    ORMAE recommended a solution based on Operations Research that depended on two factors:

    • Compensation based on the languages spoken – single, bilingual, and other variables.
    • Compensation based on the department – sales, support, accounts, and others.

    The Result

    The impact of ORMAE's solution was immediate on the telecom carrier's new call center. The solution:

    • Optimized resources, investments and demonstrated marked rise in customer service metrics.
    • Determined hiring the exact number of agents for a service task with the right skill set profiles.

    Get in Touch

    Have a project in mind?

    Looking for collaboration?
    Send an email to bd@ormae.com
    for availability and enquires.

    ×