Call Center Mathematics: A Manager’s Guide

Forecasting & SchedulingIt is important that a call center manager has in his possession a tool that will aid him to run the site as efficient as possible.  I’ve always relied on data and calculations when doing analysis on call monitoring or training effectiveness.  This is the same for operations and workforce management.

Call Center Mathematics, a scientific method for understanding and improving contact centers is authored by Ger Koole.  Topics include staffing levels, call forecasting, the Erlang C formula, abandonment of calls, workforce planning and more.  You can download the book for free and utilize different calculators such as call blending, multiple intervals plus a simulation tool for two skill sets.

The OBP research group has dedicated a site that discusses the quantitative management of call centers.  It is a great resource for research and experimentation.

 

Offshore the Movie: Battling the Indians

Yet another call center film in the market.  Unlike the popular short film Call Center Movie, a comedy, this taps the serious side of outsourcing call center services outside of the U.S.  Offshore presents both sides and what an employee goes through when they find out that losing their job to someone on the other side of the world is real.

Offshore the MovieSynopsis: "Fairfax Furniture’s call center is about to come under attack. CEO Derek Abernathy must cut costs or lose his job, so he does what any modern businessman would do: he sacrifices others. From the masses desperate for work, they pick three candidates to go to America to be turned into trainers. Nikhil, Anjali and Reva are thrilled to land these prestigious jobs, but when they arrive in Detroit they find they are not at all welcome. In fact, Carol and her furious co-workers have declared war."

Cast includes Marty Bufalani, Satish Shah, Deb Tunis, Adam Schomer and more.