Chapter 14, Problem 1CQD

Summary Introduction

Case Summary: G.F Flyer Call Centre case study involves the importance of analysis of resource capacity and development of the good schedules to provide the good customer service. It can also be seen that the HA and GCCS categorized their incoming calls in four sections which are redeem calls, problem resolution, manage accounts and travel advice. To get the better result four step analysis approaches is also used and the steps are demand analysis, computation and explanation for the logic of setting a standard device time, analysis of the staff capacity and revised detailed staff schedule.

Interpretation:The labor utilization for each 30-minute period for the given current staffing plan is to be determined and whether the main problem is the lack of staff capacity or deprived scheduling or both are to be discussed and the answer is to be presented with numerical analysis.