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Staffing in a Blended Call Center Messages in this topic - RSS

davcav714
davcav714
Posts: 1


1/7/2016
davcav714
davcav714
Posts: 1
We are a blended call center in that our agents handle both inbound and outbound calls (manually dialed). In my hypothetical scenario, I have 6 agents in the inbound queue (as determined by Erlang calculations to a achieve the desired 90/10 SL, thus low OCC) where all they do is handle the inbound call volume. Then I have 10 agents not in the queue, rather just making outbound calls. My question is if I combined the two teams to create a team of 16 agents who are all in the inbound queue (thus 10 more than needed per Erlang to handle the inbound calls at SL goal), will this group be able to make more/less/same outbound calls without negatively impacting my SL goals? I'm wondering if the answer is more due to the fact that the likelihood of an agent being available is increased by having 16 agents vs. 6 - even with outbound calls are being made by all of the agents. If more, how would I determine how much more?

Thank you for your help
Dave
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jeremy.hyde
jeremy.hyde
Posts: 8


1/15/2016
jeremy.hyde
jeremy.hyde
Posts: 8
Here is an ICMI whitepaper on the subject that might help: http://www.icmi.com/~/media/Files/Resources/Whitepapers/ICMI_whitepaper_Blended_Call_Center_2011.ashx
I would be interested to better understand the nature and purpose of the outbound calls as well as the skill set of the inbound vs outbound agents. Could everyone be cross trained and be effective? In theory, if you have 16 agents to handle both the inbound and outbound calls you would think you could increase the amount of outbound calls. But, you have to think about the process and technology that would support this shift. If there is not an outbound dialer, and they are manually making calls, you need to define which calls take precedent and find a way to ensure you don't have all of your agents on outbound calls or otherwise unavailable to your inbound customers. Maybe you could do a pilot with a subset of your agents initially with little investment to see how it goes and then build additional process and technology around it if it goes well?
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