The call centre operates eight hours a day (0900-1700) five days a week and is closed on weekends. Call volumes and demand fluctuate, but there is one noticeable peak period between mid October and January inclusive (15 weeks). Records show that the average call numbers during the off-peak period is 250 calls per day, whilst on peak days call numbers average 608 calls per day. The call centre is staffed by a team of 3 permanent staff members. Full time staff can handle up to a maximum of 12 calls per hour each and it has been shown that the full time staff can cope with all the calls during off-peak periods. Temporary staff are engaged for the peak period and, generally, can answer 8 calls per hour. Temporary staff, sourced from a local recruitment agency cost £76.75 per 8 hour day shift inclusive of all agency fees. A specialist IT company has proposed installing an enhanced call handling system which, it is claimed, will increase productivity enabling permanent staff to handle 18 calls per hour and temporary staff 12 calls per hour. The system would require a one-off capital cost of £34,000. On-going revenue and maintenance costs would be the same as the current system. Consultancy guidance Calculate the required budget for temporary staff during the peak period. Determine if there are any potential cost savings with the enhanced call handling system and, if so, calculate the payback period, advising the company if it should proceed with the system or not
Critical Path Method
The critical path is the longest succession of tasks that has to be successfully completed to conclude a project entirely. The tasks involved in the sequence are called critical activities, as any task getting delayed will result in the whole project getting delayed. To determine the time duration of a project, the critical path has to be identified. The critical path method or CPM is used by project managers to evaluate the least amount of time required to finish each task with the least amount of delay.
Cost Analysis
The entire idea of cost of production or definition of production cost is applied corresponding or we can say that it is related to investment or money cost. Money cost or investment refers to any money expenditure which the firm or supplier or producer undertakes in purchasing or hiring factor of production or factor services.
Inventory Management
Inventory management is the process or system of handling all the goods that an organization owns. In simpler terms, inventory management deals with how a company orders, stores, and uses its goods.
Project Management
Project Management is all about management and optimum utilization of the resources in the best possible manner to develop the software as per the requirement of the client. Here the Project refers to the development of software to meet the end objective of the client by providing the required product or service within a specified Period of time and ensuring high quality. This can be done by managing all the available resources. In short, it can be defined as an application of knowledge, skills, tools, and techniques to meet the objective of the Project. It is the duty of a Project Manager to achieve the objective of the Project as per the specifications given by the client.
The call centre operates eight hours a day (0900-1700) five days a week and is closed on weekends.
Call volumes and demand fluctuate, but there is one noticeable peak period between mid October and January inclusive (15 weeks).
Records show that the average call numbers during the off-peak period is 250 calls per day, whilst on peak days call numbers average 608 calls per day.
The call centre is staffed by a team of 3 permanent staff members. Full time staff can handle up to a maximum of 12 calls per hour each and it has been shown that the full time staff can cope with all the calls during off-peak periods.
Temporary staff are engaged for the peak period and, generally, can answer 8 calls per hour.
Temporary staff, sourced from a local recruitment agency cost £76.75 per 8 hour day shift inclusive of all agency fees.
A specialist IT company has proposed installing an enhanced call handling system which, it is claimed, will increase productivity enabling permanent staff to handle 18 calls per hour and temporary staff 12 calls per hour. The system would require a one-off capital cost of £34,000. On-going revenue and maintenance costs would be the same as the current system.
Consultancy guidance
- Calculate the required budget for temporary staff during the peak period.
- Determine if there are any potential cost savings with the enhanced call handling system and, if so, calculate the payback period, advising the company if it should proceed with the system or not
need to answer both the questions
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