Call Center Staffing Optimization

Call Center Staffing Optimization

Client:
A large call center operation with over 4,500 employees was suffering from problems associated with both over and understaffing of the call center. This was alternately resulting in excessive costs (overstaffing) and customer dissatisfaction (understaffing).

Goal:
Reduce staffing level forecasting error by 20% relative to current levels of forecasting error.

Results:
A team, supported by an eMRI Master Black Belt, statistically analyzed demand patterns to determine what type of statistical models were best suited to predicting call center volume and thus the required staffing levels. The models were validated using historical data and then implemented.

Savings:
$2,250,000 in reduced staffing costs plus improvements in customer service levels.