Staffing for Call Centers

Requirements Clarification & Assessment

1. Objective:

   • Develop a model to determine the optimal number of call center agents required at any given time.
   • Ensure that the model balances between having too many or too few agents.

2. End Goal:

   • Enhance client satisfaction by ensuring their customers' issues are resolved promptly.
   • Maintain operational efficiency by minimizing idle time and avoiding overstaffing.

3. Key Questions:

   • What is the typical customer call volume and its variability?
   • Are there specific peak hours, days, or seasons?
   • What are the acceptable response times and service levels?
   • What are the costs associated with under-staffing (e.g., lost sales, customer dissatisfaction)?
   • How do we handle excess demand or surplus agents?

4. Data Requirements:

   • Historical call volume data.
   • Agent availability and scheduling.
   • Customer satisfaction scores and feedback.
   • Industry-specific demand patterns.